Extremely bad service from Telkom

I currently have a contract with Telkom and I am extremely unhappy with the service. Firstly, struggling to get hold of them and when I do they direct me to every other person in the call centre. I was at the Lakeside mall, East Rand mall and East Gate branch and none of them would help me. Just refers me to the call centre.

This is an ongoing issue since October 2021.

When I app**** for a contract I signed for insurance as well. In October 2021 when I wanted to put in a claim on the phone they told me that I had cancelled my insurance in early 2020. Upon this claim call I asked for evidence on when and how I supposedly cancelled the insurance and nobody can give me an answer. They told me that they would send me the documents of the so called "evidence" of the cancellation and I'm still waiting. I have phoned them about 5 times in a period of 3 months to no avail. They want me to send them the proof that I paid for the insurance. On the 6th of January 2022 they called me to let me know that I am due for an upgrade and I told them that I don’t want an upgrade due to the extremely bad service. Within the conversation we had I told him (from Telkom) about my situation with Telkom and he then rep**** “But you’ve never taken insurance when you app**** for this contract?” How does one person tell me I’ve never added insurance on my contract and all the others want to send me the supposed evidence of the insurance that I did sign for and how will I cancel my insurance if I’ve never added insurance on my contract???