Bad service

I have a cellphone contract that is about to lapse next year with Telkom, we were ****** at gunpoint and the phone taken away, the phone is insured and when I go to Telkom and request some information required by the insurance like the proof of purchase and to blacklist the phone , to my surprise the assistants at the shop cannot find the cellphone in my name but every month I get billed , when I enquire any information It is found on the system , no one is willing to help or maybe someone dont know how to do their job.

I am desperate I need that information for the insurance , it doesn't end there. I have a router which I bought on contract in 2017 , during my husbands funeral it was ****** in the house as there were many people. I asked them to suspend and in February 2020 I called Telkom to cancel the contract as it was overdue to date I am still paying for the device which has lapsed and not in my possession.

I need Telkom to explain this bad service and cant wait for February to cancel all my contracts with them. Their service is appalling.