Paying for unauthorised insurance

Good day

Since December 2021 I have been trying to resolve this matter with MTN and its insurance arm:

I was reviewing my finances and in the process discovered that since March 2020 have been paying for insurance for a cell phone that I did not authorise. I called in to try to cancel and was told that the insurance was not attached to my ID number and therefore couldn’t cancel it. Someone even ludicrously suggested that I shared a number with another subscriber.

I sent emails, made several phone calls without any resolution of this matter. Finally, in late February 2022 I went into my local MTN branch at Long Beach Mall, Sun Valley where SN assisted me. She could only see on her system that the insurance was logged in September 2021 but as stated I have been paying since March 2020. She has also made several phone calls and sent several emails with no luck either. I have not received any phone call, email or communication of any kind explaining or even apologising for this situation. It is unacceptable. Neither I nor the person whose ID number was attached to the policy authorised the insurance yet someone apparently instore logged it.

I need urgent resolution of this situation: A. I want a refund for the full period since March 2020 @ r99 per month plus VAT. B. I want the policy removed from my account.

I suspect that as neither the person whose ID number was used or myself requested this insurance that there is a **** of some kind going on. I consider that this money has been ****** from me and I demand its return. It has been going on much further back than Sept 2021, in fact since March 2020.

Surely, both cancellation and refund can be done outside of any internal investigation that you should be conducting. I, the aggrieved customer, should not be the one to suffer here.

JC