Claim refund

My name is khutjo Selepe cell no: ********** 478 email: ********** my car is insured with Absa Europ assistant which on the the 3rd of October they failed to assist me when i had a breakdown on my way to moletjie from polokwane the next day i called in due to being busy at work couldn’t get to be helped on the 5of October i talked to their call center agents which they referred me to their call center manager mochidi and gienvievie who told me i must email them my invoice from the tow truck that assisted me and prove of payment of my insurance n a form i completed from them. Till date i haven’t received my refund and now when i want to follow up i call in at the call center and the call center agents don’t want to transfer me to their boss mochidi and gienvievie and the refund department also was given a different order which is not wat i was promised when they said i must send the supporting documents of the claim