Worst service from Telkom Insurance

I handed in my phone for repairs on the 8th of April. It took them two weeks to let me know how much excess to pay. I paid the excess amount as per the email from Thuto Mashigo on the 20th of April. I had to call in again 4 days later and only then it was seen that I had paid. I was called seconds later to be told that I was quoted the wrong amount and my excess is R750 short. I asked them to cancel my claim, return my phone unrepaired and refund what I had paid so far which was on the 24th of April. Its the 2nd of May and I was told that my phone still hasn't been dispatched by the same call centre agent(Thuto).... I am frustrated and resorting to calling the ombudsman to intervene.