Telkom insurance undesirable business practice

I’m so disappointed in the service that I have encountered with Telkom and their insurance. I took out a cellphone contract and insurance and my cellphone contract ended in 2017 and I continued with the insurance. I claimed in 2019 January and received a new device and was advised by a consultant that the phone is out of contract and I won’t be able to continue with the insurance . I asked about the premium and was also informed that the premium I paid in January is the last one as a claimed they will cancel on their side . After several month of complaining and not receiving response I found out that the listed me . How can one be listed for not paying the insurance which I took out and if I don’t pay I forfeit the benefits and it gets canceled ? Secondly it’s not my fault that I was provided with false information ? I also requested for the call but no one got back to me . I even requested details for their complaints department or ombudsman details no one could assist me .