Disgusting service from uncaring people.

On the 29th of July 2023, I had a car problem that needed my car to be towed and taken to a dealership for assessment and repair. I am insured with DialDirect Insurance, and have an Extended warranty as well with them. I called for roadside assistance and the first call I made was told that my car will be towed to the nearest dealership not one closer to home, as it is more than 40Kms away from home. at first that did not make sense to me, and he was so cold and kept telling me that it's how it is and it's what the policy says. he then said that he was dispatching a tow truck service to come collect the car, and I asked him how we were going to be assisted to get home. he then said that they will arrange transport for me that will be paid only 500 bucks only the rest I will have to top up, should it be more. already I was frustrated and the 1st tow truck that was supposed to come, cancelled the callout, because he said that they didn't tell him that he was going to Pretoria, he said he will call me back, but instead he switched his phone off. the call Centre agent who called the service, also never came back to me despite seeing that the guy cancelled the callout. I then logged another call, which I got the same conditions from, and I asked him to get a tow truck, tow the car to wherever they were saying they were going to take it, and get me a ride back home. he explained the same transport situation to me, I asked him to just get me transport home, I was exhausted and cold, with my 5 year old daughter stressing and hungry as well. he then said he will definitely get me a quotation for transport home, and I remember, asking him to please get back to me with feedback, I am tired and just want to go home please. No one came back to me with any feedback, the 2nd guy from the towing service, came to collect the car, and informed me that I will be getting feedbacks from the insurance company as to what will happen. I was stranded, and never got transport home, they did not get back to me as to how I will be traveling home, with my 5 year old daughter, where we were and what was going to happen to us. I had to make a plan and find refuge for the night, as the taxi service I called myself, came and the guy cancelled the call and asked me for cash, which was suspicious. DialDirect let me down, they did me so wrong, and to me they portrayed an attitude of not caring. Next thing, they send me a text Monday morning to rate them and say what exactly about them? I am so disgusted and so hurt, after paying them so much money every month, for this kind of service. I have no feedbacks even now of the whereabouts of my car or what is happening to it. I can't even call the tow truck service because the number oi have is not going through. What kind of service is this people? they promise to keep us safe and to be there for us in times like these, but all they care about is money and nothing more. what would have happened if I got ****d or something happened to me that night with my five-year-old in that weather, with strangers that pretended to be helping out? i am so disappointed and hurt.