WORST EXPERIENCE WITH VODACOM INSURANCE

I lost my phone on the 27/07/19, reported it and blocked it for insurance on 29/07/19. On the 31/07/19, when I called the VODACOM to request the ITC reference in order to report it at a police station, VODACOM could not provide it to me. VODACOM stated they could not retrieve it from the system but confirmed the phone was blocked. I was only able to get the ITC reference on the 06/08/19.

After going to the police station, I revert back to VODACOM on the 07/08/19 to submit the claim. I was informed of the following: - My insurance policy was cancelled by their system(not sure how) and that I had to pay back-charges - I provided invoices to them, but was told I was not billed for insurance from April 2019 to July 2019(still unsure how as my invoices suggest otherwise) - I was informed on the 08/08/19 that an investigation would be done regarding my query but no one followed up with me - When I called VODACOM on the 16/08/19, I was informed that I had to pay R1307.35(not sure what this amount is for as I was later advised that the only premium not received by VODACOM was for July 2019

It is now the 20/08/19, still my claim is yet to be processed, still no replacement device

I have been a loyal VODACOM customer for the past 15 years and this is by far the WORST experience I have ever received. If there is someone who can help with this, please do!!!