VODACOM THE ********!!

I renewed my cellphone contract with vodacom in June of 2019, I accepted cellphone insurance and was told that I would be covered for everything. On the 22th of October 2020 my cellphone was ****** out of my bag at a shopping mall. I immediately called vodacom report my phone ******. The consultant blocked the phone and gave me all the relevant information. I was told to go to my nearest vodacom store to claim on the insurance. I went to a vodacom store on Saturday the 24th of Oct spent 2 hours there just for them to tell me that I don't not have insurance, after another couple of mins they see on my statement that I have been paying for insurance but it's not full insurance. I am then told by the manager that I need to call vodacom insurance and they need to assist me by listening to the recordings and provide me with feedback. On monday I call vodacom, I speak to a consultant by the name of Ntabiseng who tell me that firstly I do not have insurance, then she tells me I have insurance but it's for accidental damage only. She then tells me that she will escalate my query and request the recording, I will receive feedback in 48 hours. I call back after 3 days and speak to another consultant who tells me they are still waiting for the recordings and that she is not able to advise me as to how long it will take, she then goes on to say that there are many companies who sell insurance for vodacom and they cannot find which company or consultant sold the insurance policy to me. I call back today after almost 2 weeks and speak to Neo who tells me that ntabiseng has still not received the recordings, she has escalated the matter further and she is awaiting feedback on whether she could refund the money that has been deducted for insurance for last 18months. I've requested to speak to a manager and it's been 35 mins I am still on hold waiting to speak to a manager. According to FOIA legalities of retention of call records should be kept for 2 to 7 years. Why is it taking the employees of Vodacom more than 2 weeks to pull up these recordings? I've been without a phone for 13 days now. I DO NOT want my money back, I WANT a phone for which I have been paying for!!!! I cannot be held liable for your *********** staff. It's been 1 hour and 5 mins, I'm still holding for a manager! The level of service from ALL vodacom employees are disgusting, this is by far the most appalling customer experience I've ever had!