customer service? non existent

I have had a contract with vodacom for more years that I can remember, now that I have a problem, there is a non existent customer service even after taking out insurance with the company. I have to prove that the phone is more in for repairs than in my possession ! Sorry but I'm getting the run around from every department from customer service to repairs centre. No one will take responsibilty and then being told I shouldn't have photo's and video's on my phone ? I mean come on, are we back in time with technology ? Why only with this phone and not others phones ?