Unsatisfactory service from Vodacom

Hi, in 2017 Sep I received a Faulty device from Vodacom, they quickly changed this device to a new one. then the IMEI no of the replacement device was not updated or linked to the insurance policy. I am now claiming for repairs on the device and the Vodacom Insurance dept is saying the IMEI no of my device is not the same and the one they have on record I have already called ********** ( Upgrades), ********** ( Insurance), ********** (Vodacom direct) and 082 135 (Customer Care) as well as ********** 4 ( Online). I am not getting assistance on this particular matter. its quiet sad that Service providers are quick to take money from Clients and equally quick to terminate services when they have not collected monies due, but very slow to react when they have to fix their own messes

Can someone from Vodacom assist in resolving this matter ASAP