Pathetic Service Ever!

I took my family to Bonnievale for a holiday. On the 30.12.2015 at 13:00 my wife accidentally locked our car key in the boot. She called Absa to request for roadside assistance the consultant confirmed that this is a free service and they will send someone out. After an hour a locksmith called and confirmed the location. We waited for 3 hours for them to come out. I called again and explained that this is bad and that I have 2 boys with no card or any money to buy food or refreshments for them and again \yes mam""; they will cover the R800 and I need to cover the R2000.00. WOW! and this is a free service;part of the cover?!. At 18:15 some of the locals came to assist us and eventually we got the car open. This is pathetic service!. I need a proper explanation why this service is advertised and sold to us as a free service and when you in need you have to beg for them to help?."""