Bad Service at Suzuki Hatfield

I brought a departmental vehicle for service on the 13th of February 2024 and the car was not done as they were waiting for authorization from Wesbank. They told they will work on the car as soon as they get authorization which was sent by the bank on the 13th of February 2024, I even called to confirm if they got if and the answer was yes. I then explained to the service consultant that I have to go back to Mafikeng which is about 350km away so I need to get the car early so I can drive back home and she assured me that it will be ready in the morning. There a heat shield that they were supposed to order and we had agreed that I will come back and fit it some other day, now the story has changed they I can not get the vehicle until they fit the cover. I am very disappointed as this was not the agreement and the service manager won't even come to see me and explain.