Beyond terrible service from Vodacom

My phone has been basically due for an upgrade since maybe june/july ..Vodacom has been hounding me to do my upgrade ...I am so unhappy with their service ..To begin with a pay a premium every month I pay insurance every month ..I am paying for a service , but funny when one needs them to provide a service they cannot help ..so my iphone fell and completely broke , they didn't want to replace the handset , they rather fixed it when I told them it should be replaced , then I pay my excess and I have the phone , for the screen just to go blank I take it back , they actually want to charge me double excess and wait for it...still just fix my phone and still not replace it ..in this time however their upgrades department is hounding me to do an upgrade , they just looking for business but one consultant to the next got no idea what is going on , they have no clue about customer service ...then I eventually do an upgrade , to find out the phone is fautly now remember for me not to be charged I must send it back within seven days ..which I do ....now I contact the upgrades department four times to find out what is taking so long why is no one contacting me to find out that they can only re do the upgrade in the new month ..after four calls to them (no aftersales service from Vodacom) I had to discover that !!! they do not give loan phones they don't care how their customers stay connected !!! I am absolutely fuming that they think they have the monopoly in this country and they have the nerve to treat us their customer like we don't matter !!! I am gonna not do that upgrade cause right now I am utterly disgusted that after being a loyal customer for something like fifteen years if not longer that I must get the run around and such bad service on top of it as well ...