Bad Customer Service

I am long standing member of Dial Direct and have previously received service of high quality until recently. My car was damaged on the 28th of Dec, lodged a claim which was succesafully fully captured and as I speak, my car is with the repairers. My challenge is I am using a courtesy car which I got from one of the car rentals on the 28th of Jan and I was supposed to return it yesterday on the 27th of Feb. I called Dial Direct for courtesy car extension and they extended until today the 28th of Feb. I spoke to several agents. Victoria Yvonne, etc.... who all promised that they will be in touch with the repairers to establish the delay in completing fixing my car. Today when I called, Yvonne told me that Victoria has written notes which say I must return the Courtesy car today. At that point, I was far away from the rental company. Should I incur any costs tomorrow when returning the car, DIAL DIRECT will be liable