Bad Customer Service Ever

Worst experience ever, I logged a claim about two months ago. I have been taken from pillar to post regarding my claim. The issue is that I have taken a policy to cover my vehicle insurance with an Excess of R2500.00, this is what was disclosed to me during the sales call, however now I am being told that my excess is R8000.00 made of R4000.00 basic excess and another R4000.00 Voluntary excess. This Voluntary excess was never disclosed to me at the time sale, I have further requested that they retrieve the call recording to determine if this was disclosed to me and to date, I haven't received any tangible feedback. I require answers as to how my basic excess was increased from R2500 to R4000.00 and in regard to the voluntary excess, I would not have taken the product should I have known about that amount.