Poor customer Service

I logged a claim to repair my windcreen last week Thursday (05/010/2017) they told me because the incident happened in May 17 i need to pay the amount of R1,120.00 for access. I refused to pay that amount because i spoke to someone there and she told me that to qualify to pay R500.00 access i need to increse my monthly premium and claim after the first debit (20/06/2017). I spoke to Kgomotso last week Friday and the agreement was that she will send me the recording, to date i havent received the it. please assist with this matter because PG Glass is calling me to come replace the windscreen to 11/10/2017 but they cant come before i get the recording.