Pathetic Service from Vodacom Mandela Square

I've never had such a terrible experience with an insurance claim in my life! I've been a loyal customer to Vodacom with multiple contracts and insurances which I've faithfully paid for the past 9 years or so.

I lost my phone Tuesday night and Wednesday I went to report the phone and went to Southgate Mall to put a claim. I was told the claim is successful but they don't have the iPhone I qualify for. So I headed to Sandton Mandela Square, I was assisted by Linda who again called the insurance. And they told her I should be given a good as new iPhone 13 and I blatantly told them I don't want a phone that was by a person I don't know. They told me for a new phone I'd pay a higher access which I'm aware of that I can pay upto 15% according to the contract I signed. Linda advised them that the store hasn't had iPhone 13s in a while. They said I can be given iPhone 14 128gb then. Linda said she will order the phone and I'll get it in 2 days. Friday nobody called me. I called on Saturday and I was told she's not in she would call me when she arrives and she never did. I have called over 5 times today and I'm being told different stories.

I've been paying for this insurance without fail for more than 2 years now. And this is the treatment I'm getting from Vodacom and their insurance! I even spoke to the manager Mr Mish but still I'm being given a run around.

I need someone superior to call me cause I can't even access work without that phone number as it's linked to my authenticator. My work is being affected now.

I want my phone so that I can then cut all ties with Vodacom from here on!