Query

Good day

I had a query,I've been send pillar to post by the shop and by the call center and I received a call lately that this matter is being attended and the lady only attended my issue for sim swap except debit order issue and insurance, the issue here is that when you make a contact phone insurance, data and airtime is added on 1 contact when u cancel they just come later to say insurance is separate why was I be informed of such, it means customer must struggle due to people that don't do their work, I requested my contact to be closed in December but this has never been attended too, as I'm being debited since from the date I requested closure. even today and Im still being charged for unpaid debit order returns and my name become negative affected, so who can I escalate this matter to because I'm sick and tired with all this now ,can this matter be attended this is now the 4 month without joy,Ref Num ***2.