Disappointed in the service from Vodacom

<p>I went to the Clearwater Mall Vodacom 4 U shop on Tuesday the 21st at 09h00, literally when the shop opened. I put in an insurance claim and I was promised that I would be contacted within 24 hours. 09h00 came and went yesterday, the 22nd. Just before 14h00 yesterday, I called Vodacom Insurance. The consultant advised me that they never received my claim. What?! I waited n the phone while he advised that he was contacting Clearwater Mall to ask them to send the claim to him. He further advised that once he receives the claim, he would contact me and I could go back to the Mall to collect a new phone. He had stated that once he received the claim, the process would take him 10 minutes to assist me. Yeah right. By 16h00 I had received no response. I went back to the Vodacom shop. The ladies who had helped me on the 21st advised that they had sent the claim through and that the consultant was not correct. What?!! One of the ladies actually had the nerve to tell me that the people I had called are just lazy. What?!!! How can you tell a customer that? Great brand damage done. While waiting at the shop, I was then told that they could not find the IMEI number of my damaged phone. What??!!!! So I have been paying for a contract all this time but you don't even know for which phone? I was then promised that I would be contacted and of course, I am still waiting. After being a loyal customer for more than 10 years and never missing a payment, this is how I am treated? I am so disappointed in the service delivery I am receiving. The time and money I am and have lost out becasue of this is of course no concern to Vodacom. I can continue with my complaint and name and shame the consultants I am dealing with but what would that even be worth? I am disgusted actually and I will take this much further if I do not receive a response that I can collect my new phone today. </p>