Poor service delivery and communication skills

Hey.I claimed my ****** phone with my insurance from telkom last month and I was told to "wait for a cornfemation code of paying the access fee of R500".That took them a month to send/approve it.Yesterday I got the approval to go ahead with the access fee payment but what's surprising is that they just changed the amount to R1050 without giving me an explanation of why the price has acumulated/increased. Is that even professional, is it legal to do that?cause they've been dragging their feet with this case.