Silence on claim

This is on behalf of my mother: This is her review- Good Morning My name is Mmatlala Patricia Kekana, id no: 7 ********** 66 088. I’m a client of MIWAY from 2015. According to the contract the agreement was I have to pay R2 500 as access after the accident. My car was bumped by a taxi on the 20th July 2015. I informed MIWAY on the 21st July about the accident. I was assisted by a lady called Ayanda Kubheka. She requested the sketch of the accident and photos (where the car is damaged). I did sent them as per request. MIWAY then kept quiet until I sent them email on the 31st July to know where I am standing regarding the claim. Ayanda called me and say according to the assessment the damage will cost R3 500. My question was, which assessment method did they use because they did not sent any assessor to assess the car. I also told them that to me the damage can be more than R3 500, and they cannot rely on photos. Ayanda then asked me about the place where the assessor can find me and the time they can find me. I said to her they can find me at my work place in Parkmore and the time will be any time between 7H30 and 15H00. She then changed her mind by saying where are you working? I said in Parkmore, the place I gave when I was signing the contract. She then said ,where is Parkmore, I said in Sandton. She said where in Sandton? I said mam I’m not good in giving in direction because I was thinking we are still on the matter that the assessor will come for my car. She started to be rude by saying I’ts not about the assessor, but by the place where you have to take your car for assessment. She then said how far is Wynberg? I said I’ts fine if I will be coming from work. She then said she will then send me to Wynberg for assessment. She then asked about the time when the company will expect me. I said between 7H30 and 15H00. I requested her to email me the name of the company, their location and their contacts. I waited for an email, but nothing came up. After a while I sent her an email to say I’m still waiting for the company name to take my car to for assessment. She called me to say another quotation is R5 6 80 something (I’m not sure about the cents). Because I was tired of waiting I just said It’s fine. I didn’t ask where the quotation is coming from because I was never sent for the assessment, and no one came to assess my car, but I’m not happy about it. She then said to me I have to pay an access of R3 500. I said it’s R2 500 access. She said to me there is an email that was sent to me in July that states I have to pay an access of R 3500. I told her that I wasn’t aware of that and again they should have called me to check if I still move on with them or what. Fortunately when I check the new contract, the contract states that the new access will happen after 30 days. The accident happened within that 30 days. I informed Ayanda about that , then she said she will talk to the manager. She didn’t come back to me until I send her an email to say how far are you with the an access that I know. She called me again and she insisted that I have to pay R3 500 access or otherwise I have to send her the contract that I have signed. I have send that contract to them, and also she kept quiet until I sent an email again to say it’s now the 2nd month that I’m driving the damaged car, but paying for the insurance. She sent me an email with attachments that I can’t open. Please come to my rescue because MIWAY is now playing duck and dive with me. They started by quoting less for the car. When requesting the proper quotation, they increased it but commanding me to pay for something I was never informed about. When informing them about the access amount I know, they told me to send them the quotation I have signed and of which I knew exactly that they do have it. After they have received that they now come up with something, and again I’m sending them emails but they will never respond by email. I’m tired of paying MIWAY and getting nothing in return. PLEASE HELP ME Mrs Kekana ********** 853 / **********