Unacceptable Service

<p>I upgraded my device in August where I received a 12month free scree insurance with my device - Huawei P9 Lite. Device fell and was handed in at Vodacom Keywest - Krugersdorp on the 22nd or 23rd October and I was given a jobcard to sign, I requested several times if there is other documents to be completed and the answer was NO... on the 7th December 2016 I went back to the store and they advised me my device is with them, but no repairs was done because of the insurance form not being completed. (Remember I did ask them in October if there is any forms which they said NO) on the 22nd of December 2016, Vodacom Repair Centre contacted us to advise they will be giving us a refurbished phone and that the screen cannot be replaced, and we did not agree as the device that was handed in was just 2 months old. On the 28th / 29th December 2016 we received another call from the Repair Centre regarding the refurbished phone and we were not happy, but after a long discussion with the repair centre and the insurance we agreed to pay the R150.00 excess for the replacement with a refurbished phone. Our only request was that the Huawei P9 Lite should be the same colour as the original device - white. We have agreed to this with the insurance and the Repair Centre. On the 30th December 2016 I received the following sms: "Job number ********** 1 is currently in transit to the Vodacom Collection Point. Please bring along your ID/Drivers for verification purposes."</p> <p>Yesterday on the 3rd January 2016 I visited the store, Vodacom - Keywest and to my suprise the device was not there and conveniently the reason is - there was an error with the Internal RAM, I was not contacted by anyone and no one explained this to me. While in store I totally lost my temper as we could not understand the bad service and the reasons why everything is taking so long and why there is so many stories with no conclusion at all. One of the representatives then contacted the Repair Centre which they advised us that we never acccepted the replacement and for this reason it was not processed, but as per above we received all the notification sms's.... And the stories is not adding up</p> <p>I contacted the Insurance this morning and now they are advising me there is no claim submitted, but we spoke to the isurance and to the repair centre.</p> <p>I would like someone who will be able to assist me in getting this sorted.<br />We are still paying monthly, but with no joy!!</p>