Bad service

I contacted PG glass to replace my windscreen on the 7th of Dec, the national call center took my details, vin, insurance details etc I got a claim no. ********** and i was told the branch (durban) will call me to fit my glass. A week later, on the 13th when i contacted them the lady said she is from Durban branch i queried why have i not been contacted she said she tried twice but no answer then she started asking me what's my vin, my insurance broker, my id, my surname...and i said the call center took all those details, she said there is nothing on the system, basically the claim was never made and it's only done on my follow up call.