Car accident experience - not really happy with service

My experience with Jonathan was only good at the time of the accident on the 25th November .He said to me that dialdirect will handle everything by fixing my car with the 3rd party insurance of the person who bumped my car .After fixing my car then you will claim from that insurance even though I did tell him ive got a 3rd party cover with you. Then the story was different the next day on the 26th when I called your office for feedback and spoke to Joyce.She said there is no such and sent me a no claim letter. That made me upset and not happy all and emotionally I wasn't ok due to the accident.. I was then promised by Letlhogonolo on the 29th that my car will be returned on the 30th after confirmation. He even said he will listen to the recording between myself and Jonathan of which he didn't bother . He didn't call me back for confirmation instead I had to call for 3 following days requesting my car back. I was send from pillar to post...that experience drained me emotionally bcos if I dont call no one calls back for feedback. I even send emails querying. My car was returned on Friday the 3rd and not the same as it was towed at the accident scene..The bumper was damaged due to the accident but when the car was returned it cut in half and removed compared to the day of the accident. When I asked the tow service guy he said he doesn't know, he found it like that My overall experience was not good at all and I dont even have the energy to complain because I will again struggle to get response or feedback.