Telkom insurance

Good day I had a contract with telkom 2years back. I took insurance with my device, we had an agreement that they will debit my insurance with my package which they did.now they are took me to ITC saying i owe R499. 94 for insurance. I tried calling them to explain where the money comes from but none of them knows what the money is for. No one is giving me explanation as to what happened to my account. Why did you take my account to ITC??? How is it all your staff can't explain to me what's happening? You guys are not professional at all. You've been taking me pillar to post and yet no one is willing to assist.