Peace of Mind service charged but no one knows it.

I’ve had a contract with Vodacom for years- been with them for over 25 years(not with this contract) so it’s not nice to rate them this low… on this contract, I pay for an extra service called Vodacom Peace of Mind. Something probably a lot people pay for and aren’t aware of it. I’ve tried to use it about 3 times this year- and every time I call, none of the consultants know what the product is. Now that’s baffling on its own. And only once I eventually got someone that manage to find out what it is, they promised to call back and assist- but never did. So the thought of calling back again to reach the Peace of mind service seems quite daunting- considering no one knows what it is and to think I have been paying for this service for over a decade and haven’t used/ claimed from it but I can’t get help is upsetting and *********. They essentially seem to be *****ing our monies for a service that their employees don’t even know about…?