Backdoor arrangements with broken phones

I am having the worst and most ***** experience with Vodacom. I took my cellphone into Vodacom Repair centre. I accidently sat on the phone and it did noy want to charge anymore. It was completetly dead and bent as per the report. They booked it in and later phoned me and advised that my phone could not be repaired under waranty so I went back and booked my phone in under insurance claim. The vodacom insurance lady phoned me and said vodacom gives me 2 offers. One: return the phone and they will give me a brand new one same model and make and the excess will be R 400 or option 2: Replace the phone with a newer mode P20 lite and excess will be R 1854. I decided on the R 400 option and personally went back to the repair centre to confirm this in person as the lady over the phone said I can go into the store and they can phone the insurance department from their to set up everything, which they did. I went in and Candice was asssiting me and had them only with me and they said they said broken device must first be sent back before they can send a new one. I received an sms I can collect my phone only to arrive their to find that they have partially fixed the broken phone and wanted me to take it, still half broken and bent. I looked like a piece of *******, disguisting. I asked Candice what is going on here and where is my phone they promised because I brought the R 400 and she says: " Sir, I am just as shocked as you are" She then called Achmat from the back and he apologised and said he will sort it out. Today I received a phone call from vodacom insurance informing me that the previous offer is off the table and this *******, this broken piece of ******* looking like it was fixed by the pakistani by the taxi rank, is all I get for paying my account every month up on time and for paying for my insurance. Disguisting and horrible service and I refuse to accept this! Rules and agreement do not change as you feel like it this is not the Guptas South Africa anymore! GIVE MY MY PHONE PROMISED!!!!!!!