External poor service

I reported a claim on our Smat TV 2 representative of IWYZE came out they advise my parents we will receive a call. I did receive a call from a lady by the name of Lee from Gwtech she advise me a person by the name of Babele Maseko will call to provide further clarity. I waited almost 2 days with no request. I decided to call my self after waiting on the line for almost 2 hours I eventual spoke to Zanele Maltiko she advise my claim has been process however I need to pay an access of 1500 I asked he If I can negotiate the amount which she immediately declined. And said a company by the name of AK Kara will call me and I have to make payment to receive my TV. Its really sad and poor service when you have to do your own follow ups and in the end no effort is put in from a company you have been a royal client.