Insurance claim declined but still getting billed for the phone

I had two phones which when I lost one and claimed from vodacom insurance my claim was canceled. I requested for the phone to be removed however I have been getting billed for this phone since last year January which was the month the claim was declined. Everytime I called to enquire they would say it is canceled but it is still under my account and I am still getting billed for it. What nonsense is that vodacom when my claim was canceled and the phone was already blacklisted why am I told there are still services active on that phone and I am getting charged for insurance for a phone that had a declined insurance claim. Why do we blacklist phones if you are still going to bill on it. Right now an agent just told me it is active and it was downgraded how is it downgraded when I requested for it canceled it and removed from my account