Appalling Customer Service from Vodacom

I am highly disappointed and disgusted in the manner of how Vodacom is handling my insurance device claim. How is it even possible that Vodacom does not attend to my service request of which I PAY for, it is more than a WHOLE MONTH now without my claim being settled but on the other hand, Vodacom digs deep into my pockets by taking money out of my bank account. I am really angry with the level of service Vodacom renders. It is not my problem that Insurance has a back lock, how do you expect me to stay without my cellphone device for more than a month.