Dropping the calls

I called Century city Vodacom store close to Edgars numerous times to find out what specials i get with my Huawei P9 lite when i took the contract as i have forgotten. Each time i call i get through to a Stefany of which she puts me through to someone else and then my call drops. What kind of business is this. I wanted to find out about taking out a insurance on my phone and if i heard correct when i purchased my cellphone i receive a free screen replacement exactly like samsung does for their cellphones. If this is the service i receive i would rather go with another service provider when my contract ends.