Store loses phone - Consumer Complaint for Vodacom - Head Office

My contract phone fell in water and I took it in to the Vodacom shop in Greenstone on the 26th of March and was given a job card with the number:13338897. They called me and told me that the phone could not be repaired because of water damage and that I needed to submit a claim with insurance so I can get a new device. I submitted my claim and it was approved, but because of the lockdown that was implemented in SA, movement was restricted and I could not go to the store to finalise my claim, plus my finances were also affected. On Wednesday 11th of November 2020 I called Vodacom Insurance to check up on my claim and the told me that it was still active(approved) and that I just needed to go back to the store(Greenstone) and finalise it. I went there on that same day and I was helped by Mike (same guy that helped me the last time), he called insurance and finalised everything with them, he got the new phone out( Samsung A30s) switched it on, helped me take out the sim card from the phone I'm currently using and put it in the new phone, I even got a screen protector for the new phone and he installed it in for me. I signed all the necessary documents that needed to be signed and now when it was time for me to pay for everything(access and the screen protector), he asked me where the damaged phone was... I was surprised and shocked by this because, I left the phone in store with them, they never gave it back to me because they said when I get the new phone, they would have to keep the old damaged one with them. The store manager(Marco) came to explain that he could not allow me to take the new phone with me before they find the old one, and explained that its procedure. I told him that I understand and I'm not gonna stand in front of that. He assured me that they would look for the phone properly in their store and that he would be in contact. I left the store with a heavy heart and quite dissapointed after sitting there for almost two hours. The store manager called a few minutes after I left the store, to ask me if I was sure I didn't take the phone with me because they can't find it, I felt insulted and I told him no I remember very well that I left the damaged phone with Mike and I remember seeing him put it in the drawer of his work station. I even suggested that he goes back to their cameras in the store and check it, which he replied and told me that their cameras run for 7 days... Today(16/11/2020) is day 5 since I went to the store and they told they would be in contact, but no contact has been made. What frustrates me the most is the fact that I am and have been paying this contract and insurance all these months for something that I don't even have. I really hope someone gets in touch with me soonest and explain the way forward with regards to an incident like this... TIA!