Insurance claim repudiated

Went to vodacom shop in century city for a repair on my Huwei as screen was cracked. Device got booked and after about a mont thet got back to and I was told I need to pay R1500 in order to get my device back , I then asked why should I pay if I am insured and was told that I do not have insurance. I now went to a vodashop in promenade and requested to do a upgrade and was told I am due and reviewed my account only to see that I am insured and was incorrectly charged from the store in century city. This is unacceptable as I needed my funds for other things and it caused my difficulty as I had a budget . I want my money back with imediate effect from that store as I need to establish if will continue with a upgrade or cancel my contract. I have not missed payments or payed late why would I get bad service like this ? I dont expect the store to ask me for proof of payments as it was last year June and obviously I report can be established from my number as it would show the devices I use . I do not want back and forth mail. I want my money back with emidate effect thats all . And I would do my upgrade at another store .