worse service when stuck

I got stuck in the afternoon with kids when I called for the car to take us to our destination I was told that they will send a car but I need to pay it and can only claim R500 but I pay for a courtesy car every month. They said they will tow the car to the nearest garage which is 200 km away from home at least I expected that they will take the car to the closes garage to my home address. i had to call my husband to come tow us and they would not even send a person to assist or keep you safe.