poor service Affinity

had an incident 8 days a ago claims is done through and external Company they are not able to arrange a breakdown down for 7 day finally when I do get some sort of response to have the vhl towed it is at my cost ... the most efficient department is the premium collections department ... even when trying to speak to the Ceo I was blind transfered to Roxanne who also did not answer her phone yes today is the 23rd December hower my issue has been outstanding since the 17th