Phone run around

I took a contract phone with them ,unfortunately I lost the phone,as it was insured ,I claimed from the insurance company and it was approved ,the type of phone I took I had to pay an excess fee of about R1500 ,this all was on April 2021 , went to the collector shop and they said they made an order,ok I wasn't around and they said the phone came in and it cannot stay more that 2 days at the store not being collected ,ok I said it's fine can they kindly order it again and please call me ,they did call to confirm it was ordered and I should call and check,it has always been one answer that it is a back order, I have been given a round around by these consultants and when I finally thought I will get help this month,no the lady said I should order a different phone which will require an extra R500 on the required R1500 excess fee, M not happy at all and regret taking a phone contract with Vodacom if their shops will do this to me