Bad customer service from Vodacom insurance

I claimed for my lost phone and it was approved for R10000 with no hassle I was very happy. My troubles started when I chose the replacement phone, at Vodacom outlet I was told the phone I wanted was R9999 and then everything was submitted to the insurance Dept. The report came back saying that the phone I chose is R10478 so I should pay the difference of R478 and I spoke to the team leader at the insurance Dept because I wanted to understand why was the price different from the one given by the Vodacom outlet but came to no conclusion. The past Saturday I phoned again and spoke to another consultant and was told that I can go the store because the team leader authorised that the phone will be adjusted to the R9999 price I even asked the consultant if she sure about it and she told me that she's sure. Today I went to the store to get my phone the price was not adjusted and even requested for the call recording when the consultant confirmed that I should go to the store but still I am not assisted. I have never had such a bad service 😞