Kindly Help

I claimed for 100 days cover on time, which agent Ngisi Shongwe and Sinawo Siguba confirmed that there would not be any excess to pay. Upon that I agreed with him and he sent courier to collect my phone and took it to service providers in sandton who wanted R3100 excess as they said cost for repairs was R6100 and they also tried to use my phone. I requested they bring my phone back as R3100 was too much. The agents promised to deposit R3000 into my account which never happened. I went to Huawei Menlyn and reported the issue to Zoey who was shocked why was it not taken to Huawei Melrose Acres and the cost for repairs is R4500 so would have paid R1500 excess. She promised to escalate my issue however to-date I have not received help nor getting response from emails I sent her.