MiWay’s failure to exercise due diligence

I was in a vehicle accident on 30 April 2017 and MiWay wrote off the car and settled the outstanding debt with the finance house. In the midst of the trauma of the accident, I didn’t think to remove the E-toll tag from the vehicle. Today, I went to the E-Toll office where I was informed that my ‘written-off’ vehicle is alive and running, with my old e-tag and my registration number, so I’m being charged for the new owner’s traipses under the E-Toll gantries. The first MiWay agent I spoke to put me on hold for 5 minutes, without explaining why I was on hold. The second agent informed me that the matter has been escalated and they’re waiting for feedback from SMD. Typical of MiWay, they can’t give me an explanation immediately for their failure to exercise due diligence, and I told the agent as much. I am a client of MiWay, MiWay debits my account everything month, and they can’t do something as simple as acting immediately when a customer is being unfairly charged money because of their own failures. The best they can do is blame their service provider SMD. I guess I’ll be waiting an eternity (as usual) for an explanation and to be reimbursed for the E-Toll fees