Poor service from vodacom repairs

Job card number: ***6, complaint lodged on: EC-1MF1-2C94K5 My mothers phone suffered a fall and was sent to vodacom repairs. After a week they notified us phone is unable to be repaired, after this we have been asking for a simple letter stating it cannot be repaired for insurance purposes, we have sent numerous mails with no feedback. This is just poor service. So much for vodacom stating they pride themselves in 24hour turnaround times on responses