Vodacom Shop Fourways Mall

Been having a battle with Vodacom at Fourways Mall for almost 2 months. Did a cell phone upgrade and took out insurance at the same time. The phone was lost in December but Vodacom Fourways had neglected to load the policy, as a result, we were unable to claim. The management and staff of Vodacom Fourways have been extremely uncooperative and refuse to assist unless we backdate the insurance payments and pay the excess. Question, why should I pay insurance on something that I have not had as a result of their negligence and why should I pay the excess when I have been paying installments on a phone that I have not had, again as a result of their negligence. I put a comment onto the I love fourways (bhc) page earlier today as they were promoting the store in a big way, my post was deleted almost immediately. Vodacom Support and The Vodacom Social Media Center have also not been very helpful