Refunds not paid out

On 15 February 2017, I was involved in an accident and on 16 February 2017, I got a hired car from Avis through Alexander Forbes insurance and I paid R1200 (cash) , which I was told it was refundable. Due to unforeseen circumstances and extension were facilitated by Alexander Forbes, I had to keep the car until 30 March 2017, which I took the car back.

I have been receiving sms's that I owe R1122. I haven't received my refund of R1200 and have not received any invoice or breakdown. I sent several e-mails to Noluthando Masango and I haven't received any response or explanation.