No customer service

I am totally disgusted with this stores lack of customer service. My insurance was loaded as prepaid on a contract phone which does not even make sense but thats not even my main concern. So, when I took the time to drive to a vodacom store to have a damage claim put in I sent was sent home because it was not found on the system. This firstly makes me upset as I was assured by a vodacom representative that everything regarding my insurance was taken care of as I queried this issue for over a year!!! I then decided to go the store where the mix up occurred to put my claim through. I was told I had to switch find my iphone off and I told them I think it’s off and urged them to send my phone away as I would bear the costs if it wasn’t, they disagreed and told me to switch it off and call them. Now I’m so busy at work I hardly get time to make phone calls so I have my mother call the store to tell them that find my iphone is off. But that is not enough now they require passwords from her that I never gave her because I wasn’t told that they needed that in the first place. I tried calling the store today and the line was busy. My whole point is my cell phone has been at the store for almost a week now and not once has anyone tried contacting me regarding this. Where is your customer service? I did my part and never once complained about the lack of competency, but this is ridiculous. You guys need to be clear with customers in store and explain to them all the information that is required and not just care about your sales and follow up with your customers!!!