Suspected ***** involving handset insurance

I have three contracts with Vodacom. When I got an upgrade on the first of these, I requested that the handset, a Samsung Note 9, should be insured and signed the necessary documentation. This was in about September last year, if I remember correctly. When I got an upgrade on the second contract, I requested that the handset, an iPhone, should not be insured, as my daughter would be using it in the UK. This was in April this year, if I remember correctly. Both of these upgrades were done at the Vodashop in Bedford Centre, Bedfordview. I handed the Samsung in to the Vodashop in Bedford Centre for repair to a cracked screen on 26 June 2019. I went into the store to follow up on the repair on Monday this week (15 June) and was informed that the handset had not yet been returned to the shop from the repair facility. On Tuesday, I received a voicemail requesting that I call Richard, at the Vodashop in Bedford Centre, about the repair. I happened to be going in to Bedford Centre yesterday, so I called in at the shop instead. Esther Morudi came to speak to me instead of Richard. She informed me that the insurance policy had been cancelled on 15 May 2019. When I insisted that she investigate further, she told me that the iPhone was insured, but not the Samsung. She made no offer to look into this. I had to ask her specifically to perform every step of the process and she point blank refused to provide much of the information that I requested. She claimed she could not do so. I have witnesses to both upgrade transactions who can confirm exactly what my instructions were at the time when the upgrades were done. I can only conclude that someone with access to Vodacom’s computer system **********ly changed the insurance instructions that I issued at the time when I did the upgrades.