Disappointing service

I got into an accident a year and a half ago. The accident was caused by another driver she was not able to pay my access fee at that time so i was told to pay it and once the other driver pays them they will refund me. I have sent emails to them inquiring about my refund but no response it’s been over a year now and no one is returning my emails. They service is pathetic yet they want to increase my premiums by R300.