Claim still not reversed

End of June 2017, i was involved in a car accident. I was stationary and was bumped from behind, because the other driver was in a hurry, tried to overtake but completely misjudged. I did everything as I was supposed to. Europcar deducted excess from my account, i provided them with all the details of the other driver, however, it is now December, and for many months i have been emailing and emailing into a black void, not only to one person but several others and not even one person had the decency to respond. I have the email trails. I have a claims number: CLAIM NO 990690 I am totally disgusted with your lack of professionalism and service. You ow me money and now you are ignoring me. When the other driver bumped me, has asked if it was a hired car... and who the company was, I told him and he said he has too many friends at Europcar. I am giving you one last chance to sort out his matter .