Vodacom Kolonade

I had insurance on a cellphone for 18 months. My wife fell and damaged her sell phone screen that its all blurry. I took it to Vodacom Kolonade in Montana to activate my claim. With everything done they notify me after 9 days the phone is ready for collection. When they took the cell phone out of packaging...it has not been repaired. I ask them and now...they informed me that the phone is beyond repair. They informed me that this particular model is not available anymore I must choose the model Samsung A24 and my access payment is R5000.00. I asked are you sure you can not repair the phone, because I haven't got R5000.00. With a lot of excuses why they can't repair the phone, I said to them in that case cancel my insurance..... I'll will sort it myself. Just across the shopping centre there is flee market with cell phone repairs stores. I asked them if they are prepared to repair my phone and reaction was sure for R500.00. I waited for 30 min and walked away a happy customer. Why couldn't Vodacom repair centre repair it the same way.