unauthorized insurance cancelation

Good day

My name is Tshepiso, I am a Vodacom customer. I have was on a cell phone contract for over 2 years and was due for an upgrade but did not upgrade. Instead I decided to cancel the contract. I made a call on 05 May was transferred to the cancelation department (***), spoke to J Mbhele, I requested him to cancel the contract and specifically requested him not to cancel the insurance( I specified that several times) even at the end of the call I asked if he did not cancel the contract and he confirmed that he did not. 16 July I lost my the phone and when I call to enquire I was told I my insurance was cancelled same time when the contracted was cancelled but according to me I had insurance. I've been calling Vodacom since the 16th and I'm not being assisted. I spoke to Thabo, Masilo, Kabelo(Team leader) and Xolile all these people are saying I no longer have insurance with them therefore they cannot assist me even when I explained to them that I requested for the insurance not to be cancelled and I'm only calling them because I knew I had insurance with them. they are all saying that once a contract is cancelled then the insurance cancels automatically. The first time I spoke to Thabo(16/07/2019) he advised that the cancelation department only cancels contracts not insurance and I should call finrite to enquire however if there we no debit orders after I cancelled the contract then they cannot help me .Thabo, Masilo and Kabelo all told me I cannot be assisted

I phoned again on 17/07/2019 spoke to Masilo and he said they cannot help me. I phoned again later that that day, spoke to Colin and he advised that and I quote "according to what I know we do not cancel insurance it cancels upon a customer's request and we for the insurance cancelation we advise customer to call finrite and cancel (***)" and this statement partially supports what Thabo said about them not cancelling. I then requested Colin to call a supervisor and I spoke to Kabelo who then said when contracts are cancelled the insurance also cancels automatically and because there were no debits for the month of May and June it was my responsibility to call and enquire. I then explained to him that I understand that it was my responsibility to call hence I myself phoned on 10/07/2019 to ask why was I not being deducted and that was when I initially learnt that the insurance was cancelled. I asked him for the recordings and also asked him to listen to the call I made on 05/05/2019 and he advised that he will get Jenifer Smith( Mbhele J's team leader) to listen to the call and call me before end of business that day. that was on 17/07/2019. I never received a call from the lady or anyone till today.

I was told that to get the recordings it will take 4 working days so since Jenifer did not call I decided to call and wait for the 4 days. The 4th day was on Tuesday 23/07/2019, I did not call still but I waited for the call and nothing. I then phoned on 24/07/2019, spoke to Xolile( who confirmed the same thing thing Kabelo was saying) and he said Jenifer was in a meeting. I phoned again same day around 12:31 spoke to Paul Maponya who then said Jenifer was on an escalation with a customer and she'll call me back. so I then explained again my situation and funny he advised the same as Colin, that insurance continues even after a customer has cancelled the contract, it only gets cancelled by the customer at finrite only upon the customer's request. Again till today Jenifer has not phoned me and when I phoned an hour ago she was again in a meeting so I don't know if she is avoiding me or just does not want to talk to me. I have been giving everyone this number to call me *** because I don't have a phone

My issue is I'm being told two different stories by various people. others are saying when contracts are cancelled the insurance cannels automatically and others are saying even when the contract is cancelled the insurance continues unless I request them to cancel it and I do not cancel it with them(cancelation department) but with finrite.

I also asked Kabelo to say, ok fine so I cancelled the contact on my number *** on 05/05/2019 and all services were cancelled same day( bear in mind that I was not sent an sms for the cancelation) and Vanessa (my colleague) , a Vodacom customer ***cancelled her contract early July but I was told her insurance is still active and that it will cancel at the end of July. How is that possible, why was her insurance not cancelled automatically, he could not answer.

Can you please help me because I no longer have a phone, I don't know what to do, can't get assisted at Vodacom.

numbers's to contact me: During office hours 07:00-15:***89 *** After office hours and weekends ***