Disappointed

I recently went to Cape town with my wife for her 40 birthday . We decided to rent a car for the special occasion. I didn't want to have to pay any hefty amount for accident damage, so I took out a special waver which would cover all damage besides for a excess of 3850 . I was told this would cover everything . Meanwhile an amount of around 4500 was taken out my account which would be reimbursed once the car was returned . While we were driving the car someone bumped into the back of our rental car . I got all their personal information plus insurance details .We went to the police station to open a case etc . I took all the information back to tempest when dropping off the car . They said they would be in touch with me within a week to arrange that the excess would be paid back to me . After about a month I got a message from them saying I owe them money as there is an assessment fee and an admin fee for insurance claims . They subsequently showed me that in the documents which I signed when returning the vehicle it said something about the admin and assessment fee . This was not made clear at the time of the initial contract plus there was no amount given . In my personal involvement with insurance , excess always means the final amount , this obviously a bit misleading at the time of the initial rental contract . Plus no amount was stipulated so I'm not sure how they can just charge me 1675 rand for assessment and admin . However my main gripe is that the net balance is that I am in fact owed money by tempest for the claim they were making on my behalf from the 3rd party . I have not recieved 1 communication from them to update me on the close to 4000 rand I am owed by them , not even 1 . Regarding the 800 I supposedly owe them I have recieved close to 20 communications. This really makes you wander if this company is consumer-centric or their interest is just profit.