They left me waiting for 5 hours

I was involved in an accident on 7 April 2015 at 7:45am. The tow truck arrived to come fetch my car at 14:00pm. Subsequently I have been having to call them every day to find out what is going on because I was told i would be contacted with the necessary payment details on 10 April. It has been a week. Each time I call someone tells me they don't know what they're waiting for. Wow.