Telkominsure(Finrite)

I emailed TelkomFinrite many times to cancel my insurance since October last year. I have a Telkom contract and insured an phone with them, that is no longer in use. According to the telkom agents, the cancellation is still on pending since April 2020, but cant give me a reason why, but they are quick to say that it is not their problem, they just want to sell me an upgrade.

Now I refuse the Telkom agents to upgrade my contract, until this situation is resolved. Because Telkom approved this insurance administrator with bad customer service. They will need to deal with it.