messing customers around for weeks.

3 weeks ago i handed in my phone for a broken screen. A week later they phoned me to come in and switch off the phone. 2 weeks later i get a message to come collect my phone, its ready for collection. After standing in the queue for 20min the guy told me the phone could not be repaired and we can collect a new phone at Vodashop, all the relevant documents were given. I walked to vodashop where i was told i can only do it before 6pm(which was not communicated to me at Vodacare) . And all the forms need to be filled it again, sent to the insurance company , sent back and only then could they replace the phone!! Im sitting without a phone for 3weeks now, this is unexceptable! Im paying a phone that i didnt have use of for 3 weeks! Why do i have insurance!!