3 problems in 2 months wow vodacom

I have two complaints about vodacom and I am really getting annoyed as this is the 3rd complaint in two months.

I am having serious issues with my network for the past week since Tuesday,I cant receive calls,texts messages,WhatsApp messages or even go onto the internet and this is effecting my job as well Spoke to someone from Vodacom last night how said they will synchronises the network and that I should restart my phone with I did twice and its still not working.Vodacom may be expensive but atleast I used to get quality network but now vodacom is just like telkom.May I please get assistance with this network issues as my job is on the line.

My second issues is about insurance I would like to escalate the matter of my cell phone insurance with Vodacom as I am not satisfied with the outcome I was given. I purchased a Samsung A8 on contract with you in 2018 and had this device insured. I was then informed that I qualify for an upgrade (to a S20) which I took up on the some time in April.

I called Vodacom to explain that I received two sim cards with the S20 but I want to retain my original number and use it with the S20 on the 05/05/2020. I also requested to cancel my insurance from the A8 and have the S20 insured instead. I was then told not to cancel the insurance as you would be able to move the insurance from the A8 to the S20. I was sent paper work to fill out and send back, which I had not done due to the latest scourge of the corona virus and my not having access to a printer and scanner at home.

On the 26/05/2020 I was pick pocketed right outside my building and the A8 was taken. I called Vodacom and was instructed to open a case at the police station so that I could claim for insurance as the device was still insured.

To my horror I was told on the 27/05/2020 that my claim has been rejected because I was using the old sim card in the upgrade phone as opposed to the A8 and that this nullifies the insurance as I should have called Vodacom to explain that I intended to switch the phone I was using the sim card on.

I am baffled by this as I clearly explained this in my initial call which resulted in me getting sent out the paper work. At no point was I instructed to keep the sim card in the old phone until everything had been processed. In this sense, Vodacom is telling me that I will be paying for insurance but none of my devices would actually be insured.

I requested a copy of the calls on 27/05/2020 to be sent to me and this has not been done. I want and expect Vodacom to keep it’s end of the bargain and I intend to escalate this further to the financial services ombudsman if it is not resolved.