Over charging EXCESS

I log a claim (436 01 96) for my intercom. The consultant advised me that the excess of R1000 I have to pay directly to the nominated contractor. The following day someone else call to advise me that my claim was approved and excess is R2500. *** I reminded him that the call was recorded and to go and listened to the conversation. They did not come back to me. Yesterday I called again to speak to a manager waited 30 mins then Thabo answered who is not a manager. I think the manager got no ***** to call me back. ****TY company ***