Appalling Customer Care

The vehicle I purchased in February 2020 was in an accident while on route to delivery to me. The sales agent agreed that the excess would be paid by the dealer. The payment was suppose to be done the week before lock down. I have emailed the sales person again yesterday and thus far I have not had any feedback. My vehicle is going in for repair next week and seem that the vehicle will be repaired before receiving the funds. This is very appalling as I completed the documents and sent them to the sales person on the 4th of March 2020 already. So I have no idea why I should still be waiting for the funds. It seems that customers is not a priority to the Imperial Select. The vehicle was bought from the Renault dealer in Bloemfontein.