Zero communication

My name is Nwabisa Ntsiko ID No: ***. I hired a car with Thrifty on 11 December 2021 at the Cape Town international airport branch with reservation agreement RA***. On 19 December 2021 the bakkie was involved in an accident due to a 3rd party error in East London and I contacted the East London branch on the 20th and was advised to pay the damage amount excess of R6503 and when I asked about the claim process the coulored guy that assisted me with the payments said Thrifty doesn't do any claims and I would have to deal directly with the 3rd party to get my money back.

I then got in contact with my lawyers so that we can claim from the 3rd party only to be told that we cannot claim as Thrifty has to institute the claim so I can get my money and now that is different information than what I was told in East London and since December there has been no communication at all from Thrifty to update how far your claim is or how long I will have to wait to actually get my money back.

Can it be investigated as to why I was given the incorrect process at the east London branch and can I also be updated on how far your claim process is and when I can expect to get my money?

Please find attached the police report and the 3rd party details from the traffic department.

My contact number is *** or ***

Regards N Ntsiko