Vodacom Cell insurance fiasco and poor service

Around July 2017 I upgraded my contract with Vodacom at their Vodaworld site in Mid-rand. I elected to apply a “Twin-Call” service that would ensure that I was able to use my old phone and new phone on a shred cell number and requested that the insurance be moved to the new phone. Due to it being weekend they had trouble activating all I left the store as I was informed that all will be resolved that next week. Weeks went by and I thought that all was resolved so I plugged in the second sim into my new phone only to find that it was still not active which imp**** that the services was not addressed. After attempts to contact the store I decided that once time permitted I would get to the store and have them resolve all. At the store – a technical person – Robin Baartman was assigned to assist and his attempts that day was futile as he could not get satisfactory answers on the twin call and the insurance so he sent me his contact details and advised that he would contact me once all was addressed. Months went by and still no resolution I went back to the store and met once more with Robin and informed him that I need the phone and insurance sorted out as I want to start using it, it was then that he advised that the feedback from Vodacom is that the twin call functionality had been discontinued but he will obtain clarity as to what can be done about the service that I as the customer had paid for; I also informed him at the time that the insurance has not been moved to the new phone and I have now been paying for over 4 months higher insurance and Vodacom had not moved the insurance to the new phone, he assured me that all will be resolved before December and he enlisted the help of another technical person Kuben Rajagopaul to assist with my issues. Despite numerous calls thereafter and email reminders to Robin the issue was not resolved. Early in February I had reached my tether and went back to the Vodaworld store only to find the Robin was not in and a lady named Pulenki decided to listen to my frustrations and issues and finally resolved the transfer of the insurance to my new phone and since twin call was discontinued we agreed to perform a sim swap to a new number dedicated for my second phone. A week after I obtained confirmation that my insurance had been successfully app**** on my new phone I was attempting to install my SIM card into my new phone when the phone slipped from my hands and the LCD screen broke. I was informed that I could take my phone to the nearest Vodashop and they will address the insurance claim and resolve the repairs conveniently; so I booked the phone in and completed the claim form at Cresta. After two weeks I get notice that my claim is being rejected and a person from CELLSURE, the insurance company Vodacom uses contacts me to discuss the rejection being due to the fact that I had purchased the phone 8 months before and there was no activity. Despite me providing them the history and advising them that I was in the process of installing the SIM when it broke and the reason for the lack of activity was due to Vodacom not resolving my insurance transfer until now that I was paying the hire rate over this period and this was indeed not my fault. I have requested a meeting with Vodacom and Cellsure which they cannot arrange, they are unable to advise who their senior managers are that may assist, there is a lack of awareness of process to assist clients and I am left gobsmacked that my matter does not seem to have any conclusion. The last person from CELLSRE, Shannay Moodley basically responded that Hello Peter may be the only complaints method to gain assistance. I am a very disappointed customer and weary that Vodacom leaves their customers to address issues when the contract and dealings are with them and hope that through my complaint they resolve my issue and help others who experience poor service.

Please can someone from VODAWORLD Midrand contact me or assist in addressing this matter - 8 months is too long...don't you think?