they cant assist me with towing

I am so disappointed at the service i got at car track that they can't tow my car and i took the towing option which i was advised that i qualify for R5000 worth of towing, each and every 12 month and now when i request towing they advice me that they cant help me out cause i was in a rush in the morning and asked a stranger if i can leave my car by his place and now they tell me its in a place of safety and they wont tow my vehicle.