Worst service ever

I have never seen such incompetency ever. I have lodged a claim after my cell phone got lost on Monday and to date I have not replacement phone. I has been one problem after another. At first I was told I only insured one phone and not the lost phone which is a surprise because they phone that got lost is my main phone and the other phone was a gift. Then they finally managed to pick up the phone but this came after I had to make numerous calls and one consultant hanging the phone on me. The dealer at Vodacom had to assist as well and going as far as sending them confirmation that when I bought my phone there was a promotion whereby I got a free phone. I do not understand what was the relevance for this document because both phones are insured and premium has been paid since inception. Then I was told that for them to pick it up from their side they need to use a different system. This should not be inconvenience me as those are internal issues. Eventually I was told the claim has been approved on condition that I'm only covered for the same phone I was using, however, the policy document says something different. Then this was resolved. The challenge now is that they cannot generate my order as they are having a system error...again what should be an internal issue is inconveniencing me. I have made calls without success. I was told it is with their IT but they are not working on fixing the problem. I called yesterday requesting to speak to a manager or supervisor and was told it was knock off time for them and cannot speak to me as they as well do not know how to assist me. I was so shocked at the unprofessionalism of the management there to disregard the concerns of a customer because it was knock off time for them.