Telkom Finrite Poor Service

I have multiple service with Telkom and all I want to do is to cancel the device insurance for a mobile phone I sold a few months ago. When I went to their store, they told me I need to contact Finrite. I called their call center and they never answer their phones. I then thought I might get an answer if I sent them an email so I emailed them on 27th August. It's been 15 days and I am yet to receive a response. I tried calling the Telkom call center and all they can say is "you've come through to the wrong department, you need to call ... department" when I ask them to transfer me, they can never transfer to another department. I sent Telkom a message via Facebook Messenger on 10th September, they say they typically reply in a few hours but I have yet to receive a response. I just want to cancel my device insurance as I am paying insurance for a phone I no longer have. Please help me get assistance from Telkom or Finrite.