EXTREMELY UNSATISFIED CUSTOMER

My name is Elaine M I bought a Hisense H30 lite phone at Vodachatz in N1 city on 16 Sept 2019-salesperson is Enrico-I went from prepaid to contract. Enrico installed my own sim card (he had to cut it down to fit) with same number into the new phone-I took out insurance at the same time with Vodacom-(Finrite) On 18 Sept to 27 Sept 2019 I went on holiday.On 1 Jan 2020 my phone was ******. I went to Enrico at Vodachatz N1 city to put the claim through. He then told me couple of days later that claim was declined to low usage. My understanding was then that the claims department said I only used the phone for 2min 55seconds on 17 Sept 2019 (according to the test they did) And that I have taken the sim card out and change it to another with same number with no sim swop. (how is that possible) My dispute is that I did not do that. I would have no logical reason to change the sim card especially after Enrico went through all that trouble to cut existing sim card and change it to exactly the same number. I have been trying to prove that. I have requested itemised billing for the past three months to show my usage history, but have not yet received it☹ Enrico could not see that any sim swop was done. My number was still in use on 1 Jan 2020. I have spoken to numerous people in claims dept, Zanele, Lumka, Lucy, Zindile and had to make several calls, they were not even prepared to listen , the service I received was pathetic, yet they claim to have efficient service , minimal paperwork and no long waiting. Its been 17 days...Could someone please look into this matter.