Awful and pathetic service

Disgusting and shocking service from vodacom and vodacom insurance.

On the 7th of April my phone broke, on the 15th of April I went inside a vodacom 4u store at Westgate mall to book the phone in for repairs. The technician who assisted me Kamogelo said he cannot book the phone for repairs as I did not have a box with me and he needed the Imei number. I explained to him that the number is there on the Sim tray, he said the number was incomplete therefor the insurance may reject the claim. I was heavily pregnant I had to come back home with the phone. Firstly the Technician was very unhelpful because he could have contacted the insurance and asked how he can go about that instead he said I must contact the insurance, how does one send a customer away to contact a different department to ask about their procedures. On the very same day I lost the phone on my way home. On the 3rd of May I contacted the customer care to blacklist the device as I couldn't do it earlier as I had a new born baby. I did all that was required. On the 4th of May I contacted the insurance team to log the claim. I spoke to Loveday or Lovedale who told me that my device was not insured, I hung up n called again I spoke to Mathapelo who told me my device was insured and processed the claim, she then told me the claim was rejected due to usage. I asked what does the mean and she said by the time the phone was lost I was not using it, I explained to her that I was not using the device as it was damaged and I tried to take it in for repairs. Mathapelo said I must provide proof that I was trying to take the phone in for repairs. I asked how as the technician returned me with the device? I then asked for the insurance to be canceled as I was paying but yet I'm being ********** by vodacom. I sent an email on the same day 4th May logging a complaint to vodacom. On the 5th Kamogelo Kgasoane called me and I explained everything to him and he said he will escalate the matter for me and I will receive feedback Back after 7 days, within the 7 days I did not receive any feedback. I sent another email to customer care, a lady by the name Nokuthula contacted me and told me that my query has not been assigned to anyone nor attended to, she then transferred me to the insurance department and I spoke to Zandi Modisane she told me that I needed to go to the store and get the technician to provide me with a letter stating that indeed I was in the store trying to book my device for repairs. I explained to her that I cannot do that as I have a new born baby and how is it my job to obtain the letter while I am the client but I have been given a run around. As they are vodacom they should be able to get the information from the store or check the cctv for the 15th of April. Zandi then said she will send and email to the store and she will provide feedback as soon as she gets a response from the store. Again I have waited and there is still no response!!! Vodacom I am exhausted of repeating myself to all the consultants over and over again may you please resolve my issue before I go to the insurance ombud!!!