Frustrated client

Good day i had an accident on the 15th of DEC 2019 my car was written off and i was told that they will follow up with the legal assist for 3rd party claim, dial direct took excess money from the money paid for my car i was told i will get it back from the 3rd party, today 20 Jan 2020 when i follow up they transferred me to legal assist then i was told they don't have any claim even details of the person who bumped me, My question is how did they write off my car if there is no 3rd party details they even had the case number and AR no. Now I'm being told that the person who was dealing with my claim is no longer working at dial direct. Please help me with this case because they are taking me from pillar to post.