Vodacom Insurance Refund

I received a new phone from Vodacom insurance in December 2024, I sent Vodacom insurance a change of cover form on 19/12/2024 to update cover details.

On 23/01/2024 I was debited R793.18 instead of R305 when I called Vodacom insurance I was told that it was an error on their side and I would be refunded. I called on 17/02/2025 to follow up on the refund and was told it would be finalised by 21/02/2025.

Today 01/03/2025 I called to follow up again as I still have not received the refund and the agent tells me that my cellphone number which I am paying for monthly is covered under someone else’s name and she therefore can not assist. How was I able to follow up the previous 2 times and now suddenly the number that I’m paying insurance for is covered under someone else’s name?