Unexpected additional amounts on excess fee

Hello Peter I am not satisfied with the service i am getting from Telkom insurance. I have insured a phone with them and unfortunately it broke and i reported it in September 2018, I was told to pay an access fee of R350 and i paid the access fee and i have not received my phone as yet, There has been some misunderstand-able delays with my phone. They have told me that they did not receive the proof of payment and i managed to resend it and now they are saying there is a shortage of R150 of which it causes an inconvenience. I am very disappointed with the way they handled this matter because i have signed a declaration saying my access fee is R350 and will receive my phone within 5 working days after paying the access fee. I hope this issue will be resolved sooner than expected.