Pathetic service

My sister was ****** her phone P40 while she was on her way back from shopping Centre. She then rush to the police station were by she reported the case and she was told block her phone and returned to police station to open the case so that she will receive the case number. She then went to Vodacom shop in Prominade Mall and she gave all the requirement documents needed to claim for the new phone to the insurance that she was paying every month. We were surprised that the insurance could not assist her. According to them they said the sim card was not insert on the P40 by day the phone was ****** and it shows that the sim card was insert to other phone and it was also used to make calls. My sister explained to them she recently upgrade with Vodacom that why the contract sim shows the previous phone she was using before the P40. They went on giving an excuse of not want to replacing the phone because the contract sim card was taken out of the phone by the day of the day it was ******. If this matter is not taken serious I will refer this case to Ombudsman and you will pay for my time you were sending my sister pillar to post and the for the petrol we've already we spent regarding this matter. I give you 48 hour to resolve this issue if you think we would lay this down think again you take black people for granted and this is not the first time we receive this poor service from Vodacom.