Device Insurance

I handed in my device at Vodacom Hatfield for repairs on 26 September 2019. On 30 September 2019 i got a call from Yvonne to inform me that the sim used in the device was not for the number insured. I informed her that when i took the insurance i informed them that i will be using a different number. Yvonne said she will request the recording, i have been making follow ups but the recording still has not been found. I sent an email on 9 October 2019 to the complaints department but they also have not come back to me or sent acknowledgement of my email. The store says they will be returning the device unfix since their quote was not accepted.

This is poor service and they seem to not be taking me serious.