Bad customer service

I get a call this morning at work from a MIway consultant advising me that I need to pay a R2000 excess because I am claiming for the first time iand my policy is 6 months old... Mind you I don't have an excess option that is why my premium is high... I told her that I claimed before and did not pay an excess and she advised that it was an error on the company's part.. What a load of bull.. Your calls are recorded.. My claim number is C***.. Go have a listen.. Get your stories straight and call me back.. Otherwise I will cancel my policy but it seems like that does not interest Miway!! I had a call from a lady yesterday confirming no excess and she will arrange a service provider!!! What is going on???