Disgusting service

I recently contacted budget for towing assistance after getting a tyre puncture from hitting a pothole. I waited for hours in the middle of the night before actually receiving assistance. Budget allocated a service provider who was literally lying about their location and failed to provide with a ETA. I even had to call the service provider myself as Budget failed to keep in contact to check on my safety and let alone set expectations on when I should expect assistance. I'm a woman, being stuck in the middle of the night even at a petrol station is not safe. The tardiness and lack of urgency or concern from Budget was absolutely disgusting. Never have I experienced such nonchalance and poor service from an insurance company especially in an urgent situation. This was appalling. My family and friends were even shocked because we all held Budget at high standards. Based on this experience, it's clear to me that I cannot trust Budget. Should the situation have been worse and I was stuck in a dangerous area, anything could happen to me with little to no concern from Budget. I have no trust that you prioritise my needs or safety, and as such, I want to cancel my policy with immediate effect. I wrote to the complaints team and after 2 weeks of not receiving any acknowledgement of receipt or response to my email, I sent a follow up and included the policy servicing email address. I received a call to process a cancellation of my policy. No effort whatsoever to address my complaint. Just disgusting!