Vodacom disappointing customer service

So my phone accidentally fell,screen cracked.

I confidently take my phone in to Vodacom Jabulani, believing that my phone is insured and will get fixed. A day later I was sent an SMS requesting a pay R2165.74 cash ,so it can get fixed.

Shocked as I was, I called the customer care line for direction as to how this is possible. My phone is on contract,silly me assuming that I am insured. To my surprise I was told my previous device "was" insured and the insurance was cancelled in August. My first question was, " Who cancelled my insurance?" Second question, "Why would I still insure my previous device and not my current phone?" Third question, "Who bothered to tell me the process of getting my current device insured?" Fourth question, "Aren't these common complaints received from customers,and no one cares to ensure that such is mitigated to avoid this whole frustration?

So I yet again had to call the consultants who deal with contracts to provide me all proof of my previous and current devices, as requested by insurance.

From the 11th of Oct until today my phone hasn't been fixed.I am so inconveniened and no one seems to care. I am told to an estimated amount of R180 to reinstate my insurance which I never cancelled.

The big question is will my phone get fixed?!!!!

I am deeply disappointed with the service I have experienced, never did I think I would feel this way.

I guess loyalty is one sided.