Complete lack of communication within Vodacom's internal divisions leads to terrible service

My phone was irreparably damaged and I took it to Vodacom Eastgate on Saturday. Where it was very efficiently handled. When I phoned the insurance company on the Wednesday the operator was unable to handle the job at all. After 30 minutes on the phone I got through to A Louis. The issue was that Vodacom had not upgraded my insurance when I upgraded the phone not had they stopped billing me for the excess buster which they did not offer. He assured me everything would be sorted out by the weekend. I got a SMS on friday to call Eastgate to be told that despite the promise I would have a phone by the weekend I would only be able to collect once the repair was delivered to the franchise. On Monday I got a SMS that the repair was at the franchise. I called to ask what time they the repair closed and what time the sales side closed and was told 18:00. When I arrived at 17:30 having rushed out of work at 17:00 I was it was impossible to get the new phone as the insurance closed at 17:00. When I discussed this with Neil - the manager, he insisted that the fault was that I hadn't come earlier. I explained that as a doctor I don't keep office hours and it was not possible for me to come another time and I need my phone as I am on call. But he absolutely refused to acknowledge that the issue was with the different departments of Vodacom not giving a cohesive message to clients. I pay for one of Vodacoms top packages so that I always have a functioning phone without hassles. This has been disastrous. '