Unacceptable service

Phone got lost in December, reported it to Vodacom for my ITC number then opened a case at the police. Called insurance to submit my claim and they said there is no insurance associated to my number ( ********** 553) and that I have to go to the store I did the paperwork at to sort it out. I went end December and spoke to Alistar, who said he needs to ask Vodacom head office to send him the paperwork to see if we did sign for insurance. He said he would have the paperwork back the next week due to all the public holidays and that he would call, which he never did. I tried calling the store multiple times but there was no answer. I proceeded to go back to the store and each time Alistar wasn't there and someone would give him a message about the issue. Still no phone call. One of the store consultants even asked me to write my details down, he took a picture of it and sent it to Alistar, but still he didn't bother calling me. I spoke to another branch manager there, Edward, can't remember exactly when, and Everytime I was told they need to check with Alistar. I then went back to the store on the 2nd February and Alistar was there. I asked him when what is going on and he went to fetch the paperwork. He assured me the issue would be sorted and that he would get a device delivered to the store for me the next Monday as they didn't have stock but he would call me on Monday to confirm. I asked Alistar for his cellphone number as the store is difficult to get through to, which he gave me. During this, the consultant (I forget his name) who did my upgrade said the insurance didn't go through as the account was in arrears, which is ******* as you cannot do an upgrade on an unpaid account. He proceeded to say that this will come out of his salary and my mom, who was with me at the time, said it isn't our problem. He was trying to play a guilt trip on us and he walked away and said God bless. Needless to say, no call from Alistar so I called the afternoon and he said he thought I was going to come to the shop on Monday, this was not the arrangement without confirmation. He said he was still waiting for a quote from insurance on the excess and he would get back to me. I asked him multiple times after this if he has the quote yet, and each time the answer was no. I then went back to the shop on the 10th February and Edward was there but he was busy with a customer. He said he was aware of the situation. I said I would wait for him. The supervisor then came and spoke to me and he said he gives me his word that he will have an answer from insurance by 11 the next day (Monday). The consultant that initially helped, the one who tried playing a guilt trip on us, said he would deliver the device to my office the Monday as I said I cannot just leave work and come to Fourways at the drop of a hat. Not surprisingly, nobody called the Monday. I called and left 2 messages for Edward, and no surprise again, he didn't return my calls. I then sent Alistar a message and said nobody has called me. This was just before 5 pm. He said they have load shedding and that he would need to check in the morning. Load shedding was only from 4pm so that is not an excuse. During all this, I was locked out of my account. I managed to then get though to the store on the 12th February and spoke to Edward. He said his system was rebooting after the load shedding that morning and he would call me back. I said I would wait on the line as he didn't bother calling back the previous day. I told him that I have been locked out of my account and that Vodacom HO says it was done by the Fourways store. He denied this completely and said it was done by Vodacom admin. We had some words and he was trying to pass the buck and saying he isn't responsible for his staffs actions (with not calling back, he says he never got the messages) and I said he is the branch manager so he is ultimately accountable for what happens in his store. He also denied knowing anything about my issue, and that he was coming in on the back foot, despite me speaking to him previously and him acknowledging that he knows about the issue the Sunday before. He then spoke to my dad and he said the same thing, the account was locked by Vodacom HO. I then called again later that afternoon and had words with Edward again, and said nobody can even give me an excess quote which I have been waiting for for a month and a half. He then calculated it (R2600 and a few Rand) and said I can get the device the next day (13 February) but I have to pay the excess plus 3 months insurance. This because the store never submitted the paperwork. Still, my account remains locked as well.