Gatehouse is pathetic to work with

am a casting agent and have worked with Gatehouse Commercials based in Capetown , we did an international commercial shoot for an insurance company based in overseas on the 14th October 2023! I had car issues and was in an unsafe environment as a female , so my artist offered to wait with me , I had informed the extra’s coordinator and she had acknowledged, my artist did not sign in due to those reasons. Gatehouse has been paid but Is now refusing to pay my artist due to him not signing in , I have sent through proof as well as pictures of the set stating and showing that he was present and they are still refusing to pay! This is so pathetic of such a huge company