Bad service

I joined Auto and General a while ago with a motor plan for my vehicle. Last week my car broke down and towed to VW. Couple of days later VW contacted me saying I have to pay a certain amount of Money in cause they don't cover everything. But on the 2 Feb when I contacted them about my breakdown I asked the consultant are there any costs involved in this claim. He then responded by saying no costs involved. So I'm trying to get clarity about this issue but I'm not getting any feedback from them. They sending me back and forth. I also told them to listen to the recording but haven't heard from them even requested the manager of Claims dept to contact me. No response. My car is still at VW and I don't know what to do. That vehicle is my only source of income and it's been standing for a week now. I'm a single father and can't afford to wait so long. This is really unprofessional and I feel like to cancel my motor plan and my comprehensive cover with them. This is my first claim with them.