Helpless with customer service

Good day I was involved in a car accident about a week ago I registered my claim with budget on Wednesday I was phone twice from the insurance I first spoke to Yusuf he said he will arrange that I will have a car by Friday 21 September 2018 so when I phoned in today he wasn't there... Then Wednesday Samantha phoned me and asked questions she said she will send me a sms so I can send her documents I still have not received any sms I phoned again today to speek to her she wasnt available I'm not sure if she doesn't want to talk to me all that I want is what I was promised a car by today but yet still nothing