Disgusting service from the towline department

i called the roadside assistance just after 19:00 yesterday and subsequently received an sms that the tow truck should be arriving soon. After over an hour with no feedback from the Budget or the tow truck company , i decided to sent a whatsapp text to Budget and was then advised (via a whatsapp message back) that they are still trying to locate a driver in the area i was at. Mind you, there is still no feedback on whatsapp to check if i was eventually assisted. I anyway phoned the towline number again after 21:00 which was over 2 hours after my initial request and spoke to a lay by the name of Zinhle explaining my predicament and asked her to phone me back which to this moment never happened. About 10 minutes after speaking to Zinhle, i then got a call from the tow truck company with the guys explaining that the request on his side from the insurance company failed which might have meant that i cancelled the tow service request???? it was only before 10pm that he showed up and tried to further explain the app story which i dont really buy!!! This is really appalling as this incident happened at night and not once did i ever get a call from Budget to check if im ok or even update me on the status of tow truck etc. it was actually the 1st time(and i have had this insurance for a good couple of years) that i have ever phoned budget for assistance and i must say the service was so bad that i wonder what will happen should i submit a claim. very disgusted!!!!!