Car incident

On 21 May, my husband parked on the Parade in Cape Town as we attended a show at the City Hall. After the show we wanted to leave. The security Helios at the entrance said we could go, then the hydraulics from the ground knocked our car at the bottom and took out the power steering, seat belts were disabled. We then contacted OUTsurance and took the car to VW in Paarl to assess the damages which amounted to over R34000. The car is a 2019 model and VW not even willing to pay for the damages. I have to pay an excess of R4000.I have sent emails to Helios which is contracted by the City of Cape Town and no reply or response to my emails. On the night of the incident they took my husbands details and said they will do a report. We are sitting now without a car and need to be at work. Who is going to pay for the damages and excess.