After i rated Miway a 5 for an exceptional service on my last claim, they are now threatening me, they asked their legal team( Thato) to send me an sms that i need to refund the money for my claim

After i rated Miway a 5 for an exceptional service on my last claim, they are now threatening me, they asked their legal team( Thato) to send me an sms that i need to refund the money for my claim. Im very shocked and disheartened and i do not even know how to respond to such unprofessionalism. My son was ****** hence the claim and we are still dealing with the trauma and now this, How did we go from approving a claim to wanting the money back from me. I will not accept this at all. This is not my fault