Bad service

I was told that after paying my access the will send an authorisation to the panekbeater to start fixing my car. l made a payment last week friday. l called yesterday and they told me lies saying an authorisation was sent to the panelbeater and they panelbeater is waiting for me to bring my car so they can begin. which is pure lies as my car is at the panelbeater since the time of the accident, when l check the email only to find it was sent to a gmail account and the panelbeaters are not using gmail account. l really dont understand what happening also called the panelbeater who confirmed that the insurance never sent any authorisation to them. This is the worst service ever and the think that on friday they will debit my account ticked me off after their lack of service delivery.