disgusting service from Vodacom and Finrite

i have been a loyal customer since 2003 but their service lately is appalling! I took my phone in to vodaworld 03/05 for a cracked screen. consultant who assisted me said claim would be submitted same day. 04/05 i call insurance to check and they say they have not received any claims on my number. the person i spoke to her name was Mosa she advised me to call repairs and request that they send them(finrite) the quote to process my claim. i call repairs and they say that they sent the quote to finrite they cannot send it to me and cant send it again! i call insurance again mind you it takes a minimum 20 minutes to get through to a consultant. but still no way forward. i spoke to Sbongile, sesi, mpho just to name a few and they all just basically said there is nothing they can do to sort out the problem i kept calling almost daily and still no one can resolve a simple thing as getting a quotation from repairs finally on 14/05 i call again and i speak to Mosa and she confirmed that she received my claim, she advised that i should go to vodaworld 15/05 to get a refurbished phone only for me to get there and Mpho tells me that they did not receive anything from the insurance company... so i told Mpho i'm not going anywhere she must find someone and sort it out, she calls insurance and they email her the necessary docs. Mpho informed me that the refurbished phone is in their centurion repairs centre it would be delivered to them around 12 that day, till today i have not received any sms to confirm if i can come and collect my phone as promised.

this is now the second time i receive terrible service from vodacom and its insurance company. i'm glad it happened before i did an upgrade.