Appalling customer service

The most Appalling customer service ever. Went to Vodacom Carletonville to put a claim on my phone insurance. Day one was met by one of their staff member who asked how they could help then told me to stand there someone will assist me. Stood there for a good 15 to 20minutes then finally someone asked what the customer is waiting for, the gentlemen that responded said, why would she just stand there and not say what she want, the lady said I thought she came to you pointing to another. Anyway long story short they told me system to book phones was offline to come back tomorrow. I then asked if there was anything I needed to bring with, document or Information they said Only the phone and ID book. Next day system offline then the gentleman takes my number and said we will call you back as soon as the system is back on line. No call went back this time system is working and he is asking me for additional information (IMEI NUMBER) told him phone is not working how else can I get one(without any care he was busy on his PC with his own things and had a lolly pop in his mouth. while I am sitting there waiting for other ways to get IMEI number and continued with his life and 10 minutes later I asked him again how else can I get an IMEI NUMBER he told me to bring the phones box. WOW that was very smart of him I thought, I do not have the box and I asked what would be needed the first day I came, anyway I got frustrated and I left, while I am leaving he is asking for my phone numbers again. Then he say it looks like this phone does not want to be fixed.