Ignoring my phone insurance cancellation

I am express my disappointment with the way Telkom is handling my request to cancel the phone insurance . I called in on the 2018/08/07 Telkom and I was advise to email ********** which I did on the same day - 2018/08/07. No response. I then followed on the 2018/08/15 and still again no response. Can I please have the insurance cancelled and have it removed under my billed items and Telkom send me a new updated billing information.

If I am not getting a revised billed in 7days from today 2018/08/30 ... I will escalate to Ombudsman.

regards, Brian