TERRIBLE SERVICE

My samsung screen cracked. Took to samsung for repair was told phone not under warranty. I told them that my phone is only due for upgrade in Feb 2016 they told me if I could get a copy of my contract from Vodacom they would repair the phone. Phoned Vodacom requesting copy of my contract. They said I must email them a copy of my ID Doc and quote the reference number which i did. That was 2 weeks ago. 5 emails later and 1 fax and 20 more calls - still no success. Now today after being laughed at over the phone and being cut off at least 5 times i am told that I must go into a vodacom shop and they will be able to help me. I have had this contract for 16 years - this service is totally unacceptable. Wonder if I will even get a response from Vodacom