bad costumer service

On 27/09 , I opened a claim C890796 in miway APP , and only last Friday afternoon I received a confirmation from miway that I can procedure to repair my car. But miway still continuous informaning that I opened the claim using a computer, so the access is more than 1000 zar . I refused to pay the 1000 zar , at the same since I opened the claim , never called me to inform how was the process. I called 6 times to get any resolution on that. Bad costumer service !!!! So, my car still at my garage waiting for the repair.