miss informed details

I did an inquiry with Telkom about my device insurance, I was contacted last year for an upgrade, which I took and was asked if I want insurance and said yes, since I already had insurance and was under the impression that they'll upgrade it with the insurance I had at that time.... I recently found out that I have two active insurance as they took new insurance out for me, upon inquiring I was told that it's my fault for not asking.... How when they approached me and was supposed to have told me that they will be adding a new insurance. They're now telling me that I cannot get refunded for the previous months as there was no cancelation request, how when I did an upgrade that I was called for and not a cancelation request.... May I please get a manager to contact me as this is beyond unprofessional!