Poor service from vodacom

On Friday the 16th one of my 6 contract phones were ******. And then I wanted to use the insurance I have with Vodacom because that is what it is for right? Or not.. Vodacom tells me that I apparently do not have insurance with them. Wait what?? But when I took out the contract I chose to have insurance and now I do not have?? Whats up with that Vodacom?? To top that of, my account is in arrears according to Vodacom. The explanation was that when I upgraded we did it three weeks before the actual date, then they combined the old contract with the new contract. Which means it is still combined up until now and its not supposed to be. So.. I spoke to their rude staff and then to their unhelpful manager who was supposed o call me back on Saturday 10:00. I am still waiting for his call on this lovely Sunday the 18th. WOULD NOT RECOMMEND VODACOM TO ANYONE!!!! Is this how they treat their customer who has six contracts with them?