Vodacom not repairing my screen even though it is included in my package!

<p>i have an iPhone SE and within my package is screen repair. My phone was working as normal just a screen cracked. I sent my phone in to my branch in Fish hoek on the 20 feb. first they lost all the paperwork to which I went back at the end of March only to be asked then to fill in more documents. (This was when i went in to find out what's going on- not because they called) I then received a call two weeks ago asking if I approve the R150 excess so they can go ahead. Which I approved. Today I receive a further phone call saying that they can't fix my phone and will give me a new phone but I must pay R150 excess plus R2000 and something rand. So because you do not have stock of the screen (I found out from the technition) I must get a whole new phone and pay for it. - it's the fact that I must pay for it whether it's R2000 or R10 000. Yet my phone was working when I sent it in and screen repair is part of my package. How is this acceptable service?</p> <p>i Dnt want a new phone, I wanted my screen repaired as it was part of my package and would pay the excess? Is that to much to ask?</p> <p>apparently so.</p> <p>How can you call yourselves a service provider? When u are not fulfilling the service of repairing my screen which is in a package you offer but instead try to get to me to pay for a new phone? </p>