Vodacom
Quick to give contract but slow to help

I have two contracts with Vodacom. I was due for an upgrade in Sept and I got a new Samsung Galaxy to replace my BlackBerry. During my upgrade the consultant let me know that my insurance premium would increase to R149, which I agreed too. A week later my S4 was lost during a car accident and when I went to Vodacom to claim for a new phone, I was told my S4 wasn't insured, only the BlackBerry. I assumed by agreeing to the insurance increase my insurance would be automatically updated, only to find I was supposed to call the insurance company to update my insurance. Funny how when I got the insurance it was done in-store, but to increase it I'm supposed to call. Now I am paying for a new phone I don't even have anymore. A consultant at the Cresta branch suggested I lose my BlackBerry so I could claim for an S4, which I believe is unethical.
My second contract is due to end soon and I want to cancel it. I was given the number 0821958 to cancel the contract, but for two weeks when I call I am put on hold while listening to a song or a voice message states they have a high call volume and can't help at the moment.

Company: Vodacom
Country: South Africa
City: Cresta, Johannesburg

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