Fonechoice... worst ever!!!

So i receive my laptop back today and guess what... there is no RAM in my laptop and when I phoned them to notify them of this the consultant tells me that he cannot book in my laptop again if i don't agree to pay access again. We argue back and forth and eventually he tells me that it raises a question that i opened the laptop myself, insinuating that i removed the RAM from my own laptop.. a laptop that I need and that I'm still paying. I'm being told I cannot speak to the insurance company myself because they are the middle man between myself and my insurance company which i pay on time every month. Since when can't a client speak to her own insurance company and since when do you accuse your clients of *****ing their own equipment that they're paying for???