UNACCEPTABLE OVER CHARGE

During December last year my husband car was knocked into whilst he was shopping. I put in a claim through Iwyze and spoke to a consultant by the name of Yolande Markham. When we did claim, we were informed that the access was R4000., which we accepted. On collecting the vehicle we were told by the service provider that we need to pay R8000 access. I called the call centre to find out what was going on and my access only reflected R4000 and there was no mention of any additional accesses. I spoke to a lady by the name of Banele Maseko. She checked on the system as well as emailed me the quote that was sent to the service provider and it clearly shown the access as R4000. She said that she will make an arrangement with the service provider so that I can collect the car, however they did not want to release the vehicle. I was told to pay the full amount and call Iwyze to reimburse me. I called Iwyze several times afterwards and was given different stories and was told that when I made the claim that Yolande informed me about the additional access which is a total fabrication. I have requested Iwyze to send me the recording and was promised to receive it within 7 days. It is 2 months later and I have not received a single response from Yolande. I have sent her several emails and she has not responded at all.

Is this what you call customer service Iwyze... totally unacceptable and a *******!! I will be cancelling my insurance and will take it up with another insurance company that will offer me a better service than Iwyze