Vodacom's pathetic customer service

Unacceptable service from Vodacom. My phone screen broke but having insurance gives you the confidence of it getting resolved quickly and efficiently. On Saturday 26 October, I head out Vodacom World in Midrand. After getting a service ticket and waiting for my number to get called, it took more than 45 minutes, no efficiency. I book in my phone which was painfully long. I get all the confirmations that my insurance was approved and receive another sms which wants to validate my approvals for the excess fee of R650. Whilst validating, putting in my ID number and getting prompted that it could not validate. On Monday, same thing. In the back ground, Vodacom is still waiting cause of their inefficiency. There loan phone was received contained information which I should not be viewing and I could not put in my sim card and information on risk of information being leaked from that device

Tuesday morning I go to Vodacom to see what is the hold up on getting my phone repaired, It said I did not authorize the excess payment but their systems could validate my information.

As a Vodacom Red client and being on a top contract, Vodacom assured me that they are not serious about doing business with me. I am currently due for an upgrade but cannot get a decent deal from Vodacom as they want to take my current contract up to a certain amount and MTN has the same contract value but for R800 cheaper per month.

I have mentioned to the Vodacom team that I use my phone for business and which has critical information. Today, I am without a phone whilst Vodacom drags their feet in getting work done.

Vodacom, explain what is a high valued client?