Bad service

Vodacom has been such a disappointment - we're in month 3 now and I'm still getting a run around. My phone (iphone 12 - 23 months old) first went in for repairs in February after it got stuck on the Apple logo. It got sent back multiple times due to the FInd my iPHOne not being deactivated on the phone. It was finally done after a million attempts. After followups I was then told since my phone was a year old it was out of warranty - something they knew the first time I sent my phone in. They then said I needed to pay over R12 000 to get a "new Iphone 12" as my one was unrepairable since it was already over a year old. The "new phone" however does not come in a box and will only have 3 months warranty after I get it - something I think is questionable, but anyway. I then advise my insurance and they request a quotation and that was sent, then the insurance wanted a damage report from Vodacom which they send after countless calls and emails, then my insurance requests photos of my phone as proof that the phone is not damaged (as per the vague report) - instead Vodacom sends me a message saying they will send back my phone because I have not accepted the quotation, yet they did not reply to the insurance request for photos. In addition they had told me that after the R12k is paid my phone will be sent back to Apple. Now tell me if my phone is beyond repair why send it back to me? All this just smells fishy to me - I already feel ******. I will add that this phone is on contract and I am still paying for it - I paid for it the last two months despite not having it in my possession. After this experience I will NEVER get a Vodacom contract again.