Lost vehicle

I’m extremely disappointed by the kind of service I got from dial direct. They sold me a comprehensive cover and gave me a roadside assistance cover only. Last week I requested a tow truck from them as my car was booked with Kia for 9 in the morning. I called them two days in advance and they promised me smooth sailing but to my surprise they didn’t come to collect the car and funny after 2 days they sent me an automated sms, saying that it was delivered safely yet my car was still in my yard but I decided not to do anything about that. What ****ed my spirit is the even that took place yesterday, I called again and was promised a better service that last time. They gave me the numbers for the driver and everything. I requested that the car be fetched at 12 but It was only towed at 4 of which Kia closes at 5. This morning the 15th I get a call from their roadside services saying my car is no where to be found. I traced my car alone as no one bothered to call me and they ignored my calls since morning. I’m extremely disappointed and infact I’m traumatized ?