Terrible customer service after a breakdown

I got a breakdown on my vehicle and was told that I would be towed to my place of residence free of charge my a lady named Lydia Mtsweni, Thereafter she calls me back and hour or so later telling me that I would need to pay for the truck and it’s out of their range. This is after I confirmed my physical address and she also confirm it was fine it will be free of charge. I have requested for telephone recodings. I will be taking this up with the insurance Ombudsman. Budget should be the one absorbing the cost since they had said it was a free service