Vodacom Potchefstroom repair center

On 11 February 2022. I handed in a device for repairs at Vodacom Wonderboom Junction. This device is on contract with Vodacom and covered by Vodacom insurance. However, On Monday I received an SMS from the Vodacom Potchefstroom repairs center with the quote for repairs and a number which I should call to either accept or decline the quote. The number is ***. When you call this number it rings for a while but then the call is dropped. I tried this several times. I then reverted to a contact number I found on the Vodacom website for repairs. The lady who helped me was very helpful and friendly. After I told her my story she did an escalation to Potchefstroom via an internal email address. She could however not share this email address with me. Tuesday morning after the escalation I received a call back from the repair center in Potchefstroom and they explained that they have challenges with a newly implemented system. The process according to the person who contacted me, is as follows. The newly implemented system is supposed to automatically submit the claim to Vodacom insurance and they should then contact me as the client to say what amount they will cover for the claim. She also said that once she has submitted the claim she will give me a call back with a status update. Neither one of the two happened. This morning 17 Feb 2022. I followed up again with the Vodacom repair center who put me through to the Vodacom insurance team and after checking the job number the agent confirmed that Vodacom Potchefstroom has not submitted the claim to them. The only advice she could give me is that I should follow up with the shop I initially handed the phone in with. This is frustrating. Firstly as you always provide feedback to a client when you promise to do so, and secondly there is just no way for me to contact the repair center to find out why the claim has not been submitted or when I can expect it to be submitted.