VODACOM INSURANCE DISPUTE

It has been nearly three weeks that I have put in a dispute regarding an insurance decline, and still no response. My contract device has been at a store for more than a month now. I am a loyal customer to still continue paying for a device that I have not been able to use for 6 months, due to a lack of service received from Vodacom is not taking accountability for the error they made with my insurance. They stipulated reasons and did not consider the situation holistically. I attempted calling the call centre, with no hope due to "high call volume". The consultants in-store also tried their out most best, yet had no luck at all. The only way I get a response from Vodacom is when I write a review on here, then I have to explain my situation all over again to a different consultant, after that there is no response again. I am utterly disappointed in the service, they do not investigate the case holistically and do not want to take accountability that they made an error.