very upset, service not honored

Am a very disappointed about the service I received regarding a claim on my phone. I paid insurance for the full 24 month of the contract, my phone fell, and the screen cracked, I didn’t get around to submit a claim and used a spare phone that I had available. I however still paid my monthly insurance. Matshepo explained to me that this is visible on their system that they sim was removed in December 2021 and that the insurance lapsed. I however paid insurance up to November 2022, strangely this was not cancelled even though it was clear that the phone will not be covered. I also never received a call querying the fact that the phoned had registered insurance but was not in use.

Nonetheless, in this case I would like to claim back the payments I’ve made to MTN for the insurance of this device. The phone was not insured from JAN 2022 to NOV 2022, then I request this money to be paid back to me as the device was not insured. This however was also declined. So, the money was paid to MTN to insure the phone, the insurance lapsed due to the fact that the sim was removed but the monthly premium was still collected, and you are not willing to refund the amount for me to repair the screen myself? I have been a client for years with MTN on one of the larges packages, I cannot accept the fact that this is how you treat your valued customers, knowingly deducting money for a service that you are not intending of honoring