Poor and rude service from a consultant at First car Rental

We recently were assisted by First car rental and were loaned a car and the ladies I spoke to prior over the phone were super professional and assisted properly. we were charged for Etoll fee by the company and we did not understand as other companies we dealt with in the past ,the Etoll fee was covered by the insurance, I don't dispute that all companies have different rules. I logged a call and asked for the contract that I had signed so i can read through again and read the clause. on Monday we received a response from Sarah Lowe who was not professional with her response and very condescending stating that 'Outsurance does not cover my private Fuel or Etoll I don't understand the comment as it is my private car why would my insurance cover my Fuel and Etolls. My initial request was to get the CONTRACT ( and I enquired on Etolls so the fuel comment I do not know where it stems from or we are being undermined as clients and the consultants are allowed to bully and talk to us any how). I have still today not received the contract even though I did ask for it again. Can I please be assisted regarding my request.