Consultant issue and poor communication

I lost my phone (Huawei P30 Pro) around the 30th of November 2021, I went to the nearest Vodacom Store (Kolonnade Shopping Centre) to blacklist the device, then proceeded to put in a claim because the phone is insured and this is where the issues started.

I had claimed prior to this in November 2020 in Oudtshoorn when I lost my Huawei P20 Pro which was replaced with the now lost Huawei P30 Pro.

I was told by insurance that the IMEI number on their system did not match with the phone I was given and that I needed to provide them with proof of a receipt to confirm the IMEI number. I then called the Oudtshoorn Store to request my receipt but was told I needed to come to the Store to receive it (which I was not able to because I was working in Pretoria at the time) or get someone to come to the store on my behalf. I got a friend to go to the store but she was told that I needed to come to the store.

I was further told that there are 3 different IMEI numbers. 1. The one on the box of the phone that I received from the Oudtshoorn store. 2. The IMEI number that is insured. 3. An IMEI number that is on the Vodacom system under my number ***

I do not understand how I can have 3 IMEI numbers if I only received one phone from the Oudtshoorn store unless there was a mistake made by the consultant which I deem unfair for me to pay the price for.

I called Finrite insurance explaining the situation and they sent an email to the store on the 4th of December 2021 requesting the details of the purchase so they could try to help with the claim but there was no response from the Oudtshoorn store for 10 days.

On the 14th of December, I called Finrite insurance to check up on the claim but was told that they had not received any response from the Oudtshoorn store. I called the Oudtshoorn store to ask for assistance once again and also to confirm the email address of the store. *** was the email given to me by the store and I was told that they would call me back. I have not been called since and when I called Finrite insurance confirming that the email was sent to the right address Finrite said they had sent it to ***. Finrite tried the email given by the Oudtshoorn store but it did not go through.

I have had to spend money buying a small phone whilst I wait for this issue to be sorted. I am extremely disappointed in the customer service received by the Oudshoorn store and I would like to know what is the way going forward from here if the Oudtshoon store seems disinterested in helping me (a Vodacom customer)?