bad service

I am so disappointed in the service i received from mtn insurance, i lost my phone on the 30th of august and reported everything the next day 31st and did everything that i was told to do, i was informed that i have to pay R300 excess fee, an sms and email was sent to me. i paid the excess fee sunday and sent through proof of payment. yesterday i called again spoke to a lady who advised me that payment was received and they are processing my order and i will be getting my phone within 7 days now i call today to check and guess what i speak to Nhlakanipho who tells me that i still have to pay R450 excess again which i was not informed of, he says to me its their error to send an incorrect email and sms but they cannot assist me further. all the years i have been with mtn this is the service i get.!!! i am changing networks ***