POOR SERVICE AND REJECTED INSURANCE CLAIM

I have been a loyal customer to Vodacom for more than 10 years now. I bought 2 Hawaii phones(combo) on contract from them for my daughters. last month on the 15th of April I took the phones for repair and the insurance rejected my claim complaining about the usage. and the reason I did not take those phones in for repair is because of the sms I received from them that the phones are no longer covered but to my surprise they are busy deducting my money every month. they even stopped the airtime and data that are I am supposed to get every month. this matter started when they were deducting more than they were supposed to deduct. I tried to reach them for several times without getting any help. last time when I spoke with them wanted to escalate the matter they kept me on hold for more than an hour and hang up on me. please assist!!!