Vodacom bad service

I am very disappointed with the service I received from Vodacom. It's almost 2 months since I took my phone for repairs, I took it to Vodacom Menlyn repairs stores.

After not hearing from Vodacom few days after taking it in I called the store to find out what is happening only to realize that the Imei number was incorrect, I was given a new job card number. The process took up to a month I started calling again, I was told they were not able to repair the phone I am gonna get a replacement, I asked about the access amount for the insurance they said they will call me for a quote so that I accept it. Nobody called I called again I was told I don't have to pay for anything I asked if they were sure, the consultant checked to say I must pay R1300 I asked how come I pay so much amount while I'm paying for insurance on the very same call the consultant said I'll pay R800 I said fine not bad when can I go and collect my phone, they told me the phone was not yet delivered to Menlyn they will call me. Day passed, week passed still no body called I called in again they said I can come and collect, my husband went to the store they said he must pay R2000 because insurance was not claimed. I am very confused, frustrated with the customer service we got. How is it my problem if the consultant forgets to claim because that is not my job, besides I was asked on the very first day if I was paying for insurance and I said yes, they even checked and confirmed they have submitted the claim I will only have to pay the access amount. We are talking about an OPPO here, I bought that phone 2 years ago and I've been paying for insurance.