Truley Frustrated

First time using Budget and I was rather impressed to a point. I am now struggling to get my Car back from the panel beater it was dropped off at, Car was towed from an accident last Thursday and dropped off at a panel beater in Wynberg Sandton. Now I’m told I need to get it back on my own as I have 3rd party insurance, my frustration is where’s the customer service. town is part of the policy but no said that the vehicle shouldn’t go to a panel, I defiantly didn’t tell them to drop it off there, I’ve done 4 calls into the call centre.1st call Thursday morning lady told me she just captures the call need to wait for a claim’s person, Friday claims person calls explain third party and she told me shed sort the car. No feedback and followed up again Friday afternoon, another lady told me it will take 48 hours for car to return and I should expect it Monday, Fine I can except that but now to call Monday and be told we can’t authorize the return of the car as its 3rd party. How is that far. It's now 1.5 later and I still waiting for someone else to return my call.