Broken service delivery

On the 25th of March I got ****** and my phone was taken, on the 26th I phoned the Vodacom and asked that my phone be blacklist and so that I can claim with the insurance, they told me all the required documentation that I'll need, gathered the docs and went to Vodacom shop at Newcastle Mall, on the 3rd of April. When I get to the shop, they tried to assist me and they said that my claim is being declined and I was advised that I should rather call the insurance department, did that with such confidence and only to be told that, the claim is being declined due to the fact that the phone has been working and it is not blacklisted, as I have requested on the call I made on the 26th of March. I was then advised that there will be an escalations that will be done for future investigation and someone will get back to me, which till today that has never happened...

I have been trying to get this sorted put since the 3rd of April amd I am having no luck with with Vodacom, I've been phone for several times for me to get to a consultant and be told that they need to find out more information regarding my query, and that I should wait while they put me on hold and then the phone gets to be dropped on my ear... since the 3rd that has been the story of my life, I am so fed up with Vodacom and the way that my query has been handled.

The last response I had from Vodacom was on the 13th where the lady said to me, my query has been escalated and I should get feedback on Tuesday the 18th of April, and till today I have had no feedback or non what so ever, yesterday I tried calling in, I had no luck, even today as well, for several times of my efforts and time