Dissappointed

Last month I app**** for a cellphone contract online from Vodacom. Fine I received a call from them to conclude the deal. Again I received a call from confirmation department, I even took an insurance. 2 weeks later I received a phone, now something happened and I was ****** my bag with the phone, called vodacom yo block the sim card and the phone as well. Ti my surprise the lady that spoke to me did not capture my insurance so now I cannot claim, which means I must pay for something that I am not even in posession of. I have been calling their customer service for them to track who gave a call as they usually say the calls are recorded, up until now I am still waiting for their callback. I am so disappointed because when I was taking the insurance I was preparing for the unforeseen Circumstance..