NO SERVICE AND TAKING MONEY EUROP ASSISTANCE

On Saturday I used a call out from Europ Assist SA for a leaking pipe ( exterior, and not in a wall). The Europ Assist SA plumber came, looked at the pipe and said he can't loosen it, and left. I ( who have zero plumbing knowledge) removed the pipe with limited tools, found an open hardware in a neighbouring town on a Saturday afternoon and replaced the pipe. Europ Assist SAreply on the matter is that the plumber did his job and assesed the matter, and that it will be counted as a call out, though the plumber did ZERO to fix a simple problem. . I am responsible for call out becuase the Europ Assist SA plumber is useless. I tried to call the plumber several times on Saturday, but hois phone was off.