making promises on recorded calls are not being honoured.

so i had my Phone screen replaced in december 2017, 4 months later the screen started lifting in the left hand corner, it wasnt an issue for me and did not complain about it until the new screen then cracked - Teljoy collected my phone for a report and repairs, an agent from Miway contacted me to tell me they have recieved the report and they have re opened my original claim in December, he then said that he is going to approve the repairs and give Teljoy go ahead to start the repairs and there will be no Excess as he is approving the claim on the re opened claim where the excess was already paid. 2 weeks later i hear nothing so i call in, after a big fight i get told that i now need to pay excess and they need to register a new claim, more than a month later i havent heard anything from Miway unless i contact them to find out what is happening, now why if your agent told me and confirmed numerous times on the call that there will be no excess do i now need to pay excess??? i have requested a manager to contact me but have received nothing yet!! if your agent makes a promise then you should stick to it!!!