unable to deliver services and unavailable

I lodged a claim on the 19th June 2015. I was assisted and my car was towed the following mondoay. I never received any feedback from mi way the whole week. I decided to contact them on d 26, thats when i was told that my car was written off. I did not aggree with them as according to me the car can still be fixed. Sello called me the same day and explained why it was written off, i disagrerd and still told him that i want my car back as i belive it can be fixed as the money l would get wont settle my personal loan. He told me i can go fetch d car at SMD and promised he will send them a release note for me to get the car on d 29th. Before i got to SMD i contacted d call centre since 9am till at 13hoo asking to talk to sello and told that he was busy till i got to SMD and i was told that SMD never received a release order. I had to use another airtime looking for sello never found him. Hlengiwe assisted me and typed d letter that sello promised he sent on friday and never did and i got the car. Today i called asking for sello wanted to know when ill get the money to fix d car and never found him and told that he is d one responsible.will i ever get d money, does sello exist?