Lies and hiding audio

On the 17 of December, I was involved in a motor vehicle accident, my car was towed from the scene by nz towing, upon arrival at home, I called auto and general and informed them about the accident and the towing of the vehicle, I was prepared to remove my vehicle from the tow yard, but u was advised by Leandra from road assist that nz towing is in their panel and they will retrieve the car on Monday, and I do not need to have contact with the towing company the insurance will sort it out, I confirmed with her. On Monday I receive a call from MARYANN who informs me it was an unauthorized tow and I am now liable for the bill which is now R13900, I informed her I was advised to leave my car at the towing yard, I requested the recorded audio and she sent me all except of the conversation with Leandra and she investigated for 2 days to still come to the conclusion that I am **** and they will pay R2700, I call road assist back and they advise me to email customer care, which I didn't receive a response, so I call the complaints department and ask where is the recording and she says we are investigating, while they are investigating my car remains in the tow yard and the bill is going higher, they call me last night to say I'm still liable to pay the amount when I ask again about the recording, her response is we are investigating, while emwe are investigating why don't you go take your car out, I inform her I cannot afford the bill which is now sitting at R16000, and I wouldn't be in this situation as I would have removed my car in Saturday had I not been advised to leave it where it was. Now I cannot afford to pay for my vehicle release and auto and general are either not giving me the recording because they do not want to pay.