Unpaid excess

On 15 August 2015 my vehicle was bumped in a parking bay by a third party and I submitted the claim on Monday 17 August 2015 to iWYZE. The vehicle was ready 2 weeks later and the excess of R2750 was paid. iWYZE has been giving me the run around with regard to the payment of excess. I have been told that the claim was submitted to the third party insurance however no payment has been made. When my brother contacted the legal department to follow up (as he's the one who was driving the car on the day of the accident), he has been told that the refund could take up to a year. Surely that cannot be true!! This is the last time I'm writing here and complaining about the service at iWYZE. Someone needs to account for this and process the refund as soon as possible. I cannot be forced to wait for such a long time for a fault that is not mine at all. I am not happy with this poor service and the worst part of it is that nobody cares to pick up the phone and provide feedback to the client.