Poor service and dishonesty

I was referred to Durban south by my insurance, I paid my excess 2 weeks before I could book my car in order to speed up things, proof of the EFT done was emailed to them but still upon picking up my car yesterday I was asked to pay the excess! Poor customer service from the service advisor Keith- I had to enquire all the time about my car, he never took the initiative to contact me regarding progress, even when my car was ready he had promised to call me to fetch my car but I received no call from him - when I had called to ask what had happened and why no one called me I was told that my car was ready at 3pm and they forgot to call me! and lastly my personal item which I declared upon handing in the car on the day of booking was ******. This morning I received an sms from them informing me that the excess is still payable! Never again will I use Durban South nor recommend them to anyone.