Insurance not cancelled by agent on upgrade

I have visited the MTN store in Cape Gate December 2018 to upgrade my contract and port in another number from Telkom to MTN. Quickly I was assisted by the consultant Dianah Makawa whom processed my upgrade and activation for new contract. At the time, I specifically requested the insurance to end on my old handset and that I will not take out insurance on my new phones. I have filled in the forms and signed a dozen of documents, where I was advised that everything will be submitted and taken care of on my behalf. In May 2019, now 6 months later I have realised that I am still being charged for insurance on my old handset which was supposed to be cancelled in 2018 already?

I then visited the store to see the consultant, Dianah Makawa, which was busy with someone at that time. I wrote my details and contact number down for her to see why I am still being billed and contact me back. After 2 days, I return to the store as she failed to call me back. I then dealt with a gentlemen Melrick Fortuin, who was very helpful and friendly, requested a copy of my ID and to complete a new cancellation form just in case it was not done (which it clearly was not).

Then she (Dianah Makawa) advised that she now cancelled the insurance on my behalf and if I want a credit, I need to contact the insurance directly? I have specifically asked for this when I upgraded my contract, but she did not do her work and now making it my problem - allowing MTN to rob me from 6 months premiums for a phone that has never been used since I have upgraded and cancelled this service.

I further requested a manager to contact me regarding this matter, where she rep**** that Eugene will contact me tomorrow as he is the 2 IC as the manager is on leave. Proofing once again that their attitude is that "we will call you when we feel like it"

I am very disappointing with the level of customer service received from Dianah Makawa - As long as you people get a sale and your debit order every month you don`t really care about your customers!!

I want my money back MTN deducted/****** from me from December 2018 - May 2019