Unprofessionalism at Vodacom

My phone was accidentally damaged and I reported it to Vodacom. One of their consultants told me to take the phone to the nearest vodacom shop which I did during lockdown 5. However, at vodacom shop, I was told that shops for repairs were closed due to lockdown. I then submitted in June 2020 since I did not know when they will open. To my surprise, I received a call saying that my claim was rejected due to usage. Vodacom promised to escalate the matter, but nothing happened. How do you investigate without contacting the client. That is very stupid and does not make sense. Furthermore, how can one use a phone that is damaged?. Really tired of Vodacom and its Finrite.