I'm being bul**** by vodacom please help

I have had my number with vodacom for years. Last year I transferred business ownership to personal. Since then my line was blocked constantly and I was paying penalties in middle of the month to get my line active again. Finally that stopped and I decided to go upgrade. I found that my Sony z5 compact was truly my Winner and kept using it. I was told that the handset my sim was in is insured. I let them know many times but still charged me the higher premium. On the 14 aprill I handed my handset in with a cracked screen and back. I have never been messed around like this in my life. As today I'm still waiting for my handset to be repaired. Now the 5 of May. Every department blames the next even though I have sms for each event as I received and have emailed them to customer service as proof of how I'm being messed around. Still waiting to hear from someone .... I am not getting the service I pay too much for. This is severe neglect.