Vodacom refusing to give me a phone

What an appalling service by Vodacom Insurance/Finrite. I've been without a phone for more than 7 weeks. My insurance claim was approved on the 10th of September 2021, and went Vodacom store was advised the phone I was using is no longer available. Was told choose any phone of my choice and if it's beyond my insurance Band I will pay the excess for the insurance and excess above my current band, and that was always the case. I requested an iPhone because is more secure than any model, I was advised the iPhone are on Back order, I will be advised when they're available. Yesterday I called Cellucity in Somerset, and they confirm they do have one available. I went to the store today, and they called *** and spoke with a lady by the name of Lumka Nyaka (Finrite), she was no eager to help, and advise I can only take the phone within my Band. Mind you, I have been using Vodasure for more than 10 years.

Lumka Nyaka was not willing to assist, asked to speak with her superior, after some time begging her to please transfer me to a superior and didn't want. She placed me ON-HOLD without even alerting me. She placed on OH-HOLD for a good 25 minutes. She came nor did she apologized for an excessive hold she put me on. When returned, she advised me no team leader is available on the floor and her team leader is Bandelani Sephaladi. Also advised me was advised by team leader named Primrose Pholo the same thing she told but Primrose was not available to a call and she sent this to the group.

May someone please resolve my issue before I can take this to ombudsman for STI. It is not a good feeling not to have a phone for nearly two months, and I use my phone for business as well.

My insurance number: ***

You can use this numbers to contact me *** or ***, but these are not my numbers, but they will try to allocate me. I prefer an email, and my email address is ***

Hope to hear from you soon.