REFUSED TO PAYOUT INSURANCE

Im really disappointed in the service that I've received from vodacom and yet no one could solved the problem ill make a summary of what I've went through.

1. I reported my phone lost on the 12th of April 2022.

2. I then got a mail back from Vodacom stating that the device has been blacklisted.

3. I then waited 2 weeks to receive the sim card with no communications of the insurance device.

4. I then contacted insurance and they said they were busy processing it.

5.contacted Vodacom for sim swap and put the simcard in my Samsung A20.

6. Got a mail on the 2nd may stating that the claim was rejected due to usage of the device with sim card ?

How can a device be used if it was still blacklisted? and i don't see why is it my problem

7. I contacted a Vodacom consultant who told me that the sim card is in use with the device. I told the consultant that I don't use the device because I do not have it.

8 I then contacted insurance and they told me the same thing.

This has been going on for weeks since April the 11th.

9. The APM contacted vodacom last week the consultant that he dealt with Confirmed that its the New Contract Sim card that is in use and not the device.

10. J then contacted vodacom today and Enerst told me the same sorry.

I don't know what more to do because clearly Vodacom consultants doesn't know how to do they're job so o feel i need a refund of all the money that i paid for insurance so far because the insurance doesn't allow me to claim and that they are ****** they told me afterwards i wasnt suppose to put the new sim in any device since i don't know next i would like a full refund because this is ridiculous and not acceptable.