Completely unhelpful service department at Alberton Vodacom

When we upgraded the phone my wife uses in October 2019 we were told that it was covered by screen replacement insurance for the 2 year period of the contract. But when we enquired at the Alberton Newmarket Centre branch about getting the cracked screen replaced before the end of the contract we were told this was not allowed at all. When I showed the service desk staff my upgrade quotation from 2019 which clearly states "Screen insurance - 24 months" I was told that I would still have to pay an excess of 10% of the repair bill. I was still happy with that - but when I asked for a quote for the repair (to see what my 10% would be), the attitude changed, and they became completely unhelpful. Eventually I left in disgust - looks like being a customer since 1996 doesn't mean much. Very unhappy.