Emergency button useless

I have pressed the plus sign on my app but I have not received a call. The last time I received a call was 1 hour ago when they said I would get two smses, one with the details of the towing company, but for the last hour I have not received any smses and I have being pressing the plus sign since then without a call or update. I received a call for a very impatient a rude consultant called Zanele, instead of explaining the process she told me to call back once I know what I'd like them to assist me with when I just told her my car is not moving. I have been stuck in the same location for more than 2 hours without getting any real assistance from this company.