Refusing to refund my Waiver Liability

On September 2016 i rented a car at Bidvest Branch in Pretoria and unfortunately some guy bumped into my car and he admitted to be wrong and it was written on Accident Report. I paid my Liability to Bidvest in full and i was in contact with recovery agency(African Recovery Solutions Michelle Van Der Merve) all along and was told that they managed to recover certain amount and that i should contact the Branch to be refunded my waiver liability and i was advised to contact Nana Mlangeni Bidvest Car Rental Claims Administrator and she confirmed that i will be refunded my Portion and then BOOOOM Branch manager named Johan Louw said "unfortunately" they are not entitled to refund me as they did not recover the full repair cost.Who must recover the Cost?Is it my responsibility? We are living in a Democratic country where my rights will matter!!!