Complain of services

I had accidents with my car keys and claim to replace them. My claim was register last week Friday and was asked to find quotation for replacement. On Monday I sent the quotation through and until today no one has responded. The only thing I got is the message telling me that my rental car is terminated and I must send it back on the 9 Feb 2019 before 10:00 am. When I picked up the car I signed for until 04/03/2019. Today the message says otherwise and the agent said the car rental will expire when they have paid out the money to the account for replacing the keys. Until now there is no money paid, no correspondence and I am about lose a rental car.