Pathetic customer care - ******!!!

Yesterday I had a road side emergency at 19:15 and called for assistance ***-1210 and the tow truck only arrived at 21:10. As if my family did not suffer enough for unnecessarily prolonged agonizing long wait because AA dispatched a towing company from Parys instead of Sasolburg when I was stuck only about 10km's from the Grasmere toll plaza, I was told that I needed to pay for toll fees and in addition to that pay and/or make alternative arrangements for my kids since their terms and conditions only allow for two passengers. My concern is about 3 years ago I was towed from Welkom over 260km's from home and I was not asked to pay a single cent with everything covered on policy, this is the same service I excepted yesterday however AA robed me off my family's safety, time, convenience while robbing me off R600 in the process. The team leader Patricia was extremely unprofessional, and her manager Andre refused me a service his team provided me the previous time. They all seemed/sounded and came across as extremely uninterested to resolving my query to my previous experience.