Vodacom from hero to zero - no customer service, no client support

I have been a Vodacom customer for 17 years. I still have my original 082 number that was issued to me then. We've had issues before, but nothing like this.

The class over my back camera cracked and broke after I've only had it for 3 weeks. Keep in mind that my previous phone I had for 4 years before the screen cracked and I upgraded. I take my new phone to the Vodashop only to be told that the warranty doesn't cover the camera or the glass, because it only covers software. I am directed to technical. The guy gives my phone one look at tells me to fill in a form. "Hang on, how much will it cost?" I ask. "1.2, 1.3" he responds. After almost swallowing my tongue, I ask him to just check if my insurance would cover the repairs. I was referred back to the original consultant, only to be told that I don't have insurance on my phone!!!!!!

***?! I specifically , when I did the upgrade online, clicked the button saying "R65 for insurance". I specifically clicked the button. I received a message that a consultant will phone me the next day. When they didn't phone me, I phoned them. Firstly, the phone I actually wanted had been out of stock and would be out of stock for weeks, so I had to take another. I can't remember if I asked for insurance or not, but I shouldn't have to. I clicked the button!! And the consultant should sell to ME, not the other way around.

I paid thousands or rands of insurance for all my other phones and have not claimed ONCE. Surely Vodacom can make an arrangement for someone who's been a customer for 13 year?! The staff at the Savannah branch in Polokwane is ********** as well. The employees have no desire whatsoever to actually help people, they don't take initiative, they are loud and rude and really don't care about your problem, if they can move you to another consultant. They didn't even listen to the problem with my phone's notifications!!! And of course now I can take out insurance anymore.

I am livid and disgusted! Where is the customer loyalty and spirit to serve? My first task tomorrow will be finding out how I switch from this useless service provider. And I an NOT paying R1300 to fix a tiny piece of glass.