Vodacom - please shape up on customer care!!

Vodacom Canal Walk - repair centre. My fiance took his S21 Ultra screen to be repaired, He was told this is the fastest store to assist with repairs done for broken screen. 7 days later he had to call in to find out what was going on. Only to be told that the insurance wont pay for the screen replacement and needs get a new phone. After further enquiries, it was discovered that when taking out the new contract over a year ago, the vodacom insurance was not updated to the new phone, and he infact had been paying insurance on his old S9 for over a year! A phone he does not even have! We were told by the staff it should have automatically been updated, but sometimes its a 'system glitch'. They then called to say he needs to pay an amount of R2308.00 shortfall of a back payment on the insurance in order for the insurance to assist. Shallan from that store advised that should he pay that amount, they would then fix the phone as she pre-ordered the parts. He immediately paid that amount as requested by Shallan via eft and sent proof of same. He paid via eft as this is what he was told to do. I have all the proof of this. Shallon has just advised 5 hours later - after the eft was done, that it would now take longer as it was an eft and not done in store!! Vodacom insurance will ONLY assist once the money reflects in their account. If he had been told to pay in store he would have! These are just the basics of how this was handled by Vodacom and no one takes any responsibility for this! He pays approximately 2700.00 per month religiously without fail and this is the kind of service a good paying customer gets! Completely shocking beyond words!