Phone calls and sms and bad attitudes

ABBELINE You have IGNORED previous comm. Payment received on your GAME account is short. PAY R239.32 TODAY, to be able to shop. Call ***

This is the sms I received after the call I received from rcs and advising them that the insurance said they paid the account up to date. They tell me they dont deal with the insurance after it was allocated when the account was opened. The call ref is ***1. So can they please tell me how this works I mean can they not see where the payment came from and why dont they call them directly . And how does this insurance works as when you agree to taking it out then one is told it covers when you cannot pay it anymore but in this case it only covers a certain period then after you need to see to finish let me not talk about the attitude they have oh my it's a wonder they still in business.