#Vodacom Insurance, a total ****,be warned DON't take it!!!!

An unhappy client once again! My mother lost her phone on 08/10/2019. She registered her claim with Vodacom Insurance on the 09/10/2019 because it was late on the 8th for her to register the claim, and it was approved on 09/10/2019, the same day she registered it but they said she was approved for R1500, and then they corrected it to R3500. So this morning when she went to pay the excess at the Vodacom in Westgate she was told that she is insured for R2500 and she must pay R1300 excess because of that. She told them that she is insured for R3500 and they said they would listen to the calls and she should give them 30 minutes. When she returned to the shop after 40 minutes, she found Zanele, who is extremely rude and unhelpful! This Zanele claims that they don't have records of the claim. So my mother asked her to escalate the matter to her manager since she is not willing to assist because she says they have no record of the phone or the claim and they need a case number. This is after she spoke to them 40 minutes prior. So she (Zanele) then requested a case number once again, and my mother gave it to her. Then this Zanele said my mother is only insured for R2500 and she's not even explaining why, once again my mother that she is covered for R3500.00. Zanele said she needs a date of when she was advised that she is approved for R3500 or else she will not help my mother, and she will leave the status as pending because my mother will not provide her with the dates. My mother gave her the date of when she first called because there's too many calls for her to remember, so now Zanele says she won't be able to to check because there's too many calls, so my mother should make a decision and she what she will do because there are too many calls for Zanele to listen to. So my mom is still waiting! Since 09h00 this this morning!! So where is the customer service here, I should mention that during this whole thing is the one that had to constantly call and follow up, not once was she called by a Vodacom consultant. Is this the kind of service we are paying for? We will take this lying down, we demand assistance and please give your staff proper training on customer service because this kind of rude behaviour will not be tolerated!!!