Bad customer service

I submitted a claim with iwyze on the 23Nov, i spoke to Athenkosi Zekani, who told me about the increase of an access fee. I told him that i don't know anything about the increase of an access and i will pay the fee i agreed on with them . He said he would get his senior to call me on the 24November, till today im still waiting for that call. Im sending emails to Athenkosi asking for feedback and he is not responding to my email. Their service is very bad.