No help from Vodacom

I tools out a phone contract with Vodacom in 2018. I have paid ever single installment on time and never missed a single installment. On the 30th of June 2020 I was ****** at knife point and my phone was ******. I tried numerous times after I had opened the case to claim with the insurance but due to poor Vodacom service and Covid-19 I was unable to.

I first went to Vodacom store at KeNako mall for weeks begging the manager to open a claim for me but he refused every single time saying he was out of stock. I knew that I wouldn't be getting a phone immediately it would only be a claim application but he was adamant. I finally gave up.

On The 20th of August I managed to go to Greenacres Mall where I got "help". The lady asked for all my details and told me she had opened a claim and that I would get an email to confirm that but that never happened.

I called the insurance call centre to do a follow up and a lady by the name of Sbongele also claimed she was helping me. She asked me to email the IMIE number, ITC number and the case number. I did that.

Today I am being told that Sbongile as well as the Lady at the store did not submit my claim. The guy that was assisting me today says my claim is being rejected because when I lost my phone the 082 number was not in the lost phone. Every single month I pay R10 for the caller ID, I but at least R300 airtime on the number on top of the contract installment. I am so upset that after so much stress and turmoil Vodacom fails me. I need urgent help please.