excess dispute

[jebus]

Hi,
I wonder if anybody here can help me, i recently had a bike crash in which the bike was written off, i received the call from the company that had if and was dealing with the valuation, got given a valuation that i was happy with and just had to wait for it to be settled, get my cheque in the post today and its for a lot less than i expected it to be.

I took the policy out via compare the market, and in the email from them with cheapest quotes it clearly states "total excess £500" for the quote that i took, after i took out this policy i received an email from the company and on that it stated "policy Excess £500" also on the policy documents that i received in the section with excess, restrictions etc the amount is £500

I have taken all this to be that the excess on my policy with this company is £500, however when i phoned them to dispute the amount i had received, i was told that i had selected a voluntary excess when i took the quote and that this was an extra £350, nowhere in any correspondence have i got any reference to this amount, i informed them of this and they said nothing just to send a copy if you dispute this.

Am i right in thinking that they have messed up somewhere? because i do not see how this extra excess can be on the policy without it being on my documents or mentioned to me anywhere?

I am sending them a copy of the emailed documents that i had, and of the two emails and hope that this gets them to do something useful?

Thanks for any advise
mark