Unhelpful staff

On 26/09/17 I spoke for a long time to Thando in the call center. I requested a quote for my insurance to claim for my ****** cellphone. He told me he has requested my contract and I will receive it within 48 hours to 7 days. Today I get an internet generated sms telling me that for me to get my contract I need to send a certified copy of my ID and the reason why I want it. Firstly Thando never mentioned one word of the required ID. Secondly I already had the discussion on why with Thando and thirdly the person who send me the sms (Nonkanyiso Diko) didn't state an email adress to which I must send this. Why is it so difficult for Vodacom to assist me in a straightforward request?