Vodacom billing and insurance

We have been clients of Vodacom for over 25 years and contract clients for the past about 11 12 years. Everytime we upgraded there was the discussion on the insurance. never ever had a problem. we started going to the branch at Key west in krugersdorp about 4 5 years now and since then the insurance has been a mess. on the one contract we opt fo not taking the insurance. the insurance for the previous device was never cancelled. with The vodacom statements that are being sent and then not sent again and never receive the posted statement we never noticed that the insurance was not cancelled. So when we had a mishap on the phone that uses that number we went to the store and the consultant informed us that there is insurance and we can have the phone repaired. So we sent the phone in for repairs in End of April 2019. From then the phone was returned to the store 3 times unrepaired and not once the consultant could tell us why, he just kept sending him back to be repaired. and every time we get a new more expensive quote. so i then called them in June and asked what is going on after the insurnace called us and informed us that we need the approve the repair and pay them as the phone is not covered. we then asked what devices are on the insurance as i am paying for insurance for three devices. I was told that there is only two devices and they are not even the devices that we pay for. I then called the store and asked that i want the contracts that we signed and the insurance details. it came to light that the one device that we tried to repair is not covered but the device covered on the number is a tablet and i have requested that to be cancelled when we upgraded the device. the second and third device that we pay for is not even on the insurance. we asked the store manager what is going to be done as we then noticed on the contract that one device we waived the insurance and the other device we did not even have the insurance page nor signed anything regards to insurance. I have requested that i want refund on the three devices as i have been paying the insurance and the devices was never even insured. I was told. IT IS YOUR RESPONSIBILITY TO CHECK YOUR DETAILS AND TO ENSURE THE INSURANCE IS NOT ACTIVE. what the hell. you go to a store you support for years and then they do not want to help you. i am very upset about the fact that you go to a store and then you need to make sure they do the job they get paid for. I will be broadcasting this to every possible site i can till i get a response from someone that is willing to help us.

Now it came to the point where the insurance tells me they can not cancel something that is not on the system.

On my accounts I have paid for 3 devices and insurance does not even have the devices on the insurance.

I want refund. Queries are being opened and then closed again a few minutes later.