Very bad service from Discovery

My car broke down on 14/12/2022 in a very bad area (I was woman alone). Firstly, I had to wait TWO hours before Discovery's tow truck arrived to take me to Mercedes Sandton, which I think is totally unacceptable service!! Secondly, I got penalised for the trips (i.e. the tow truck driver's driving) while my car was on the back of the tow truck (we drove with the tow truck). I logged a call on 15/12/2022 to have the three trips from 14h54 onwards on 15/12/2022 removed as those were not my trips (My last trip was at 12:39 and I only got my car back about a week later). I even provided a copy of tow truck receipt (even though Discovery authorized it in the first place and they confirmed with us that tow truck delivered car at Mercedes, so they were fully aware of all of this). A call was logged (#418381) to have the trips removed and my average points restored. A week later nothing has been done and I followed up again. Was told it was sorted. Another week later and still not resolved, so I called again today only to be told it is done (but when I checked it was not), so I called again. This time I was told it will still be done with excuse for it taking so much longer than the indicated 2-3 days being due to December period (I don't know how a simple matter can take two weeks to be resolved - totally unacceptable and then not even resolved as yet!!). I was then cut off with nobody returning my call!!! Extremely frustrating to deal with Discovery and we are actively looking at other quotes to move our car and household insurance as we have been unhappy with Discovery for a while now.