FNB insure they should just close

I had accident on the weekend i call FNB however the car was taken but im still struggling even today to get caretuis care i went yesterday to airtport to collect the car only to find out they booked wrong car of manual yesterday i was told people for booking car not working on weekends i dont what to do anymore now it is difficult to contact me to reissue the order im stranded i don't understand what is difficult the agent when i call they just put on hold seems they dont know what to do im sick and tired