Poor service

Handed my phone in more than a week ago for repairs. I phoned Vodacom for an update and was told that my phone came back from the repair Centre. Was told to come to the store for a replacement phone wich I did. Just to find out that they made a mistake on my insurance wich I took out in December and not fully covered and need to pay a short fall amount. Was told that an agent will get back to me before 4 o clock. By 3 :30 I called and was told someone will get back to me on Saturday. Didn't get any feedback and called again. Same story, the lady said someone will get back to me ASAP and still nothing. All I want is this to be resolved but Vodacom doesn't see this as urgent.