Forgotten Phone Repair at Vodacom Century City

Megan From Vodacom Century City says I'm not a good enough customer, to be notified of progress regarding my phone that's gone in for repairs. When I handed my phone in, everything went perfectly. Got my quote the next day, got feedback from the insurance claim 2x days later, which I confirmed same day. But then it went downhill from there. First of all, I missed the call, so I got a message from Iswaan to call ********** at 11:46. when I called that number at 12:44, I was passed on from extension to the other, I must have the wrong number, this happened for an entire 9 minutes. Then I hung up and called again because I thought I dialed the incorrect extension, I got through, and I was assisted and the call was concluded after 4 minutes. I was told my phone would be ready in 3- 5 working days. So i waited patiently, and I called last week Monday to find out how far everything was. I was told my phone was dispatched, I will get called once it's ready. So I again called on Friday last week, as I had received no feedback. Now all of a sudden, no repair was done, as the insurance claim was not approved (They never got the approval from me). So I asked, why was I not called again in the past two weeks if nothing was being done to my phone. The lady assisting me over the phone promised that she will escalate and ensure that the matter has been escalated. Now, I call again at 2 pm today, and I'm being told stories. The Megan lady on the phone tells me she get's repairs in every day and does not have time to backtrack, to ensure if customers have been contacted or not regarding my insurance claim. Only now at the end of the day, she's going to start looking for who's responsible for the miscommunication, and once more, my phone is still lying there waiting to be repaired.

Am I always going to struggle like this with Vodacom?