MY EXCESS FEE NOW NEEDS TO BE RESEARCHED AFTER PAY

On Monday, 18th May I took my iPhone5S to Ranburg square so it could be booked for in for repairs. I sent back the claim form back the following day. I was then sent another form that I needed to sign of which I did and sent back. So I called the insurance company directly. Was first helped by a Crystal Kruger who couldnt get my emails. I then called later and spoke to an Ipeleng who told me that my forms werent signed and I should resend. I called the following day and spoke to a Theo who said he also cannot see my claims form and while I was on the phone with him the email from Cell C Randburg came through. I was advised that I would need to pay an excess of R650 and if I send through my POP on the 29th of May then I would get my phone back the following week. I called on the 1st of June and had two agents hang up on me. I called again on the 2nd of June and all of a sudden they're not sure about the excess I have paid and now they need to do research and they'll let me know how much I must pay! WHY WASNT THIS DONE BEFORE? I HAVE PAID ALREADY AND I NEED MY PHONE BACK ASAP...as promised by them.