I am not happy with the way they handled my issue. I need answers. Your online service sucks big time, they do not explain important details, they are all about making sales.

I have a contract Cellphone with vodacom for about two years. Last year around June I got a call from Vodacom insurance, they offered me insurance in case I lose my phone or damage it. I never received a contract with full details, I never signed anything and I was never told that I shouldn't put a sim card from other networks. I lost my phone on saturday the 27th of November. I immediately called the Vodacom to blacklist the fone as I was told that incase I lose my fone, I should call to block the fone, Then I must go to the police station to open a case. I did exactly that. I called vodacom customer service and I was told that I should wait till monday to make my claim. I called the vodacom insurance department on monday and I told that My insuarance claim declined because a different network sim card was on the fone when I lost the fone and there is nothing they can do to assist me. I was advised to cancel the insurance. I was told that I must call the Sales department so I may get the voice recordings of the day they offered me the insurance. When I called the sales department they kept me on the line for hours and from there I was sent from pillar to post. Till now they haven't assisted me. I haven't got the voice recordings. This so unfair as I have paid the contract for almost tow years without missing any instalment. I have had their insurance for about a year and this how I am treated for a being a good client to them. I am escalating this issue to Ombuds.