Poor service rendered

The third party incident cases are not handled properly. The quotation amounted to R21k and the third party agreed on the quote. One of their representative made an agreement with the repairer to reduce the amount to R11k. only to find out when I had to take the car for repairs that the repairer is not aware of such agreement and old mutual had deposited R11k in my account already. Now I'm been taken from pillar to post with a damaged car, still paying my premiums. Is this right?. This incident happened during December 2019.