lack of communication

I was involved on a car accident on the 4th April 2015 and submitted my claim on the 7th April 15 and I was assisted by Clyde and I was told to take the car for assessment after that I never got any updates from Clyde decided to call them on Thursday the 9th and I was told there's nothing much on my claim as they still waiting for the report from the assessor gt a call frm the assessor on Friday that my car is a write off and the consultant is going to call me and explain never got a call from Clyde until I decided to call him that's when he told me and after that he never call back and they debited the money again offwhich I don't understand because my car is a write off