FNB first body line scratch and dent policy

i made a claim with FNB body line on the 5 October 2018 as i had stuff to do on my vehicle and the policy states it takes up to 5 working days to be approved and processed the consultant that put the claim through was Sally Hlatshwayo, on the 10 october 2018 i received an email from Nomcebo Ndebele saying its approved by hailsmith i called them and advised i did not give them that repairer and they advised me they made a mistake and mixed up the quote with me as it was for another client now its two weeks and still nothing has happened i had called today and while talking the consultant he had cut the call this is very unprofessional behavior for a big company and its unacceptable to make mistakes in an industry like this and their staff is *********** at what they doing.