Bad Customer Service

I am so disappointed with Vodacom. I have been with Vodacom for more than 15 years yet their service to me is so poor. I put in an insurance claim and it was approved but because of measures beyond my control I couldn't go and collect the phone. I called the claims department after a while and was told that it has been cancelled and that I was supposed to have collected the phone within 6 weeks which I was never told. I went in to Brooklyn mall outlet and was helped by the lady named Bontle and Israel from the insurance claims department. At first I chose a j*** edition but while busy with the quotation I asked if they cant cancel it and give me the j500 and I was told they cannot do that. I told her that I was not happy with what she is telling me and she proceeded with the claim. When I got home still I was not satisfied. I then called the Vodacom customer care and spoke to a lady y the name of Shirley who promised to come back to me which she never did. I called them again and was told that they still busy with my issue. I was then called by a certain guy, I couldn't get his name as where I was it was noisy and he was impatient. He told me that he will either call me the following day or the following week. Its been 2 weeks since I have been waiting for their call. I was asked if I have used the phone which I didn't. This is so irritating and I am even thinking of cancelling all my contracts I have with Vodacom and go somewhere else where I will be valued. I am really disappointed.