Refusal to cancel insurance

I am so disappointed with their services.

I have been trying for 3 days in a row (29 - 31 January 2019) to get through to their insurance department, to no avail. I then subsequently went to the nearest store on 8 February 2019 to request one of the sales staff to cancel the insurance on my device, which she did. I has even cc'd me in the mail as proof of the cancellation request.

To my surprise I got my February statement and the insurance was still not cancelled. When I called their accounts department they told me that they have never received this cancellation request. I asked her then what I should do to get it cancelled. They told me that I have to go back to the branch to place the request again, meaning that I would have to pay for another month.

I am so disappointed with this.