Inconsiderate people

I made a booking with reservation number *** from the Cape Town Airport 15/01/2021 - 23/01/2022, the car was for travelling to the Eastern Cape, my husband Mzwamadoda Ntsiko is the registered additional driver on the car and was driving the car early this morning in Mdantsane Township where he was held at gunpoint as they tried to hijack him, he managed to get away but in the process the car was damaged and we reported that to Thrifty roadside assistance and were told to take the car to the East London Branch and when we did my husband was told to pay R12 000 but the excess that we are aware of is only R4000 and they are refusing to give us a replacement car without the R12000 as thy say that is in the contract that we never received and they are also refusing to take ownership on the fact that we were not told about the additional excess and that we never got the contract. All they care about is us returning the car if we don't have the full R12000 which is unfair when we were never told about it