TFG ***** cellphone insurance

I am so disappointed with TFG cellphone department, last month I sent them an email to cancel the insurance on the two phones which I am currently paid for and I was assured that it was canceled, but to my surprise when I received my monthly statement this month they still charged me for it.. each time I send them an email enquiring about the charge they keep sending me an automated email stating that the issue has been resolved, when I try to call them no one bothers to pick up the phone...am so disappointed..