Bad treatment

I called AA call center on Wednesday 10th of March a lady by the name of Charmaine assisted me as I had forgotten my wallet at home and gave me the case ref 304 and she allocated a tow truck to come and fill up my tank with 10L but after a few minutes she called and advised me the tow truck driver will not fill up my tank but he must accompany me to my house to get my wallet to my surprise i am paying for the service it is in our contract that when ever i ran out petrol AA will assist me 2 times per year all of a sudden i don't know if its her team leader or supervisor called the tow truck driver and ask him how far is my house from the garage why don't i walk the tow truck driver must accompany me to my house. So am i paying AA for when i cant use the services im paying for. Every time im calling them i must explain why i want to talk to Charmaine's team leader and they promise to get back to me but no 1 has called me.