Terrible service

I called iwyze on the 23Nov to submit a claim for my microwave,I spoke to Athenkosi Zekani and he gave me claim no ***. He then told me that if they replace the microwave I will have to pay the access fee of R1500, I disputed that telling him the access fee I agreed on was R500 per claim, I don't know anything about R1500, he said they have increased the access fee from R500 to R1500. I told him that I was never told about the increase of the access fee, they cannot just increase without telling me, and I told him that i will pay the R500 I agreed on. He said he will get supervisor to call me, until today i never get any call from iwyze. I'm sending follow up emails to Athenkosi Zenani, and he is not responding. They are frustrating me because i don't have microwave and no one is communicating with me. The date today is the 2nd, i last receive a call from them on the 24th.