Vodacom Poor Customer Service.

On Friday 26/01/2024 I went to collect a contract cellphone at Vodacom Charts cellular in the Adderley street in Cape Town. I I signed all the documents, including the insurance documents for the device. They gave me the device and they have told me that it is fully covered if something bad happens and in most cases I will have to pay the access fee. I left the Vodacom store with my new device insured and happy. On Sunday 28/012024 I survived the attempted highjack but unfortunately the phone could not be saved. I started the claiming process starting from the police station, calling Vodacom blacklisting the phone and blocking the number etc. Few days later I managed to get the affidavit with a case number and submitted the claim to Vodacom insurance company. On 05/02/2024 I received a claim response which was declining my claim due to the fact that, on the insurance company system, my insurance for the device was activated on Monday 29/01/2024 whereas the phone was ****** on Sunday 28/01/2024. Remember the Phone was collected on Friday 26/01/2024. This mean that the Vodacom sales assistant did not submit the insurance documents that I signed on the 26/01/2024 to the Vodacom insurance company and it was submitted 2 days later. This error has nothing to do with me therefore I don’t think it’s fair for me to pay for the next 36 months for the device that I insured even before I left the Vodacom store. I have been requesting the Vodacom store to send me the insurance documents that I have signed so that I can take the matter further. Until now they haven't come back to me yet. I am still within 14 days for refund or cancelation but I’m not sure which direction to take. I’m very disappointed with Vodacom. As a so called big company I did not expect this kind of poor customer service with them.