Waiting cash back from insurance driven by aa

on the 18th May 2018, I was in a car accident with my sister and we were using one of our parents car, and I call the aa using my ID number, requesting to be towed as I am a member and I am covered to any motor vehicle that I am in it, for towing and mechanical issue, and I was told they can not find me on the system and can not help me, I arranged a tow truck and had to pay cash R1700.00, when I get home I called again and give them my policy number, and that's when they pick me up on the system, and told them my story, so they told me to call in tomorrow and claim the money I paid for towing as I was not suppose to pay, I send all detail required and till now no one is coming back to me, and I am not happy with the service I got that day, yes some days I get a good service.