FIRST CAR RENTAL ISN'T GIVING ME ANY FEEDBACK REGARDING MY MONEY

my hubby rented a car in february from first car rental via our insurance,i put my name as a second driver,while i was coming from work a BMW bumbed into the car that was rented took all the details,when the car was sent back hubby didnt get R1500 that he paid upfront,they sent me smses that i was owing R1800 i called to check why they said it was for damages and i told the guy i spoke to that wont the lady that bumped into me supposed to pay the damages i was told they are dealing with that i must pay once claim has been done from her insurance i will be re embessed my money,i paid sent emails with reference number,and asked how far is the claim from the ladys insurance no response im getting from them,but before they were sending me smses that i must pay,after i paid noone is giving me any feedback,i sent emails,tried to call i'v lost a lot of airtime trying to get through with no luck.IS THAT HOW THEY TREAT THEIR CUSTOMERS?im angry and fed up