Poor customer service

I called Foschini group in 2019 April asking for a cellphone insurance to be cancelled and it was only cancelled on the 12/04/2019 and was later reactivated on the 11/05/2019, the previous week I visited 1 of their outlets regarding this and the lady on the phone said I should remember the day and time in which I called in so that they can be able to trace the call and last week I spoke to Megan who said they couldn't get my records of the call and they will only refund me for 6 months of which I think it's unfair cause it's not my fault that they can't find the records cause they always say the calls are recorded and she said they couldn't get any recordings