Vodacom lack of customer care

My sister was ****** & her phone snatched outside Park Lane hospital where she is being treated for Listeriasis (yes people- it’s still alive & well!). I have via FB & Messenger made requests with an alternative contact no. of my daughter (who visits daily) & they have been informed of which ward & room she is in. She is for obvious reasons unable to go to a store, has no means of contacting them directly in order for her to complete the documents for her insured phone who’s under contract with Vodacom. I suggested that their branch manager from either ****arney or Rosebank or a customer care consultant pay her a visit in hospital regarding her options on a replacement phone & assisting with completion of forms for the insurance claim & the possible option of lending her a phone for a few days (to communicate directly with whilst this process takes its due course). It’s been over a week & the only responses I get back are their promotional details if any! Was hoping that social media & nominating #Vodacom to go above & beyond in terms of customer service might bring some response - however, evidently they just don’t care.

Another family friend (who is bed-ridden) has also unable to get her phone back - it’s been in for repairs at Vodacom for 4 months now!

Is our only option available, as customers & consumers in South Africa, to report bad service before anything happens?