Explain to me how my device was not insured!!!!!

On 20 October 2022, I was held up at gunpoint when I just got to my car while coming out from work around 5 pm, my new device Huawei P50 pocket edition was ****** in the process with some money. I drove home as fast as I could and immediately used my other mobile device to report my phone ****** firstly I was informed that the device is not on the system when they punch the IMEI number of the phone, I then went to the Hyde Park branch where I received the device from and the consultant Amanda Swartz who always assists me as I have been a loyal client of hers for years tried to resolve this issue of the device not being in the system, it was then resolved a few days later. I received a screenshot of the ITC number and was informed that the device was blacklisted. I then went to the police station upon receiving my email with the ITC number again and I showed it to the police officer that was opening the case for me. I have the case number, the affidavit, and receipts that I have been paying for this device and I don't understand how the device was not recorded on the system, what kind of ***** is going on at the Hyde Park branch? To my demise on 9 November 2022, I called Amanda Swartz again and I was told that my insurance claim has been rejected without reason. I upgraded to this device on 21 May 2022 together with a new sim card for the device. I have been paying for insurance monthly which is not a small change compared to your competitors. I want that branch investigated because there's some sort of ***** or *****ery going on there and I am not liking it one bit, this outcome is useless to me if no one will be accountable for it. More annoying is that I as the client have to be constantly doing follow-ups with them, no one ever calls me. It's either I get my insurance premiums back and I cancel my contract with Vodacom and take my business elsewhere or sort this out as I am still without a device after they promised me last week that I would have a new device as soon as stock arrives. Why am I paying insurance then and what am I paying for knowing that I am paying almost R400 for nothing but poor service and no device?? In essence, they want to sponge money off me to pay for something that is not even in my possession. And how did I get an ITC number if the phone was not able to be blacklisted? This is **************** and utter nonsense honestly and the most frustrating appalling service coming from Vodacom when I have been a client for so many years.

This morning 10 November 2022, Amanda Swartz calls me to inform me that the device was not insured and that she put the insurance on my main number and not the number that was in the device, like how do I upgrade a sim card and device on the same day and the consultant was negligent not to ask which number should the insurance be under? Surely if they know the device is expensive, the insurance should be on that device or add all my numbers under one insurance in case this happened, she clearly stated that it was negligence on her part for not putting the insurance on the number that was upgraded, instead she placed it on the main number that I use in my Huawei P40 lite. How does that make sense to me? Why would I be stupid enough to insure an old device that I have had for over 2 years and not insure the most expensive device I have??

Someone needs to take accountability and responsibility for this, not sure if it was a rush for a commission or what was going on there in their heads but someone needs to do something for this as I am still taking it to the Ombudsman for further investigation.