bad customer service

I took my phone for screen repairs there last week Thursday(4th of April 2024), and I was advised I will be contacted regarding my excess fee, a day after I was called to be advise that my excess is R900 ,I was so shocked, I have an insurance cover but I'm still paying this much for excess, iv been paying my insurance for over a year, and I pay my contract every month with no fail, I remember when my sister took her phone for repairs last year it was a different story, she paid around R450 for excess. So in my shock I tried calling them back several times with fail attempts ,I wanted to understand why so much excess fee it rang no one answered, after a multiple times of trying calling Vodacom repairs in Benoni, I ended up calling the Vodacom insurance they said they have not received a claim under my policy and I was confused on how they got the excess fee without claiming on my policy ,I even went as far as calling the Vodacom repairs line(***) where I was advised that “maybe its an “estimation” they do see they job number***7 and they can’t tell why so much excess fee", so today Wednesday the 10th of April 2024 I was phoned to come collect my device and the lady who assisted me there ,told me that the reason for so much excess its because I have claimed twice on one policy within 12months, so the store claimed under ” the wrong IMEI number “in the records it shows that my phone has been repaired twice and that is not true my phone was going for the 1st time and the other phone was my sisters and hers went last year ,I was so shocked because both phones have an insurance why would they do that, and it was recovered that a wrong IMEI number was used since both phone are under my name,I got them on contract it was a double deal, when they saw that there was a mistake I was told there’s nothing they can do…Is that how customers are treated @vodacom? So I have to pay for double excess ? when clearly there was a clear mistake on their side? I have done a screenshot on my phone the one went for repairs, can somebody help me, so I can get my refund as the claim was done on the wrong policy .