Failure To Communicate

I own a 2019 Ford Ranger Wildtrack Bi-Turbo Automatic with 7000km on the clock and on the 19 December 2019 the vehicle stopped pulling and broke down at allendale road around 21:30 with my family on board. My wife called Ford road assist ***-0748 to tow the vehicle to ford Kempton Park and when AA arrive the driver (Mpho P Mangwane) told her Ford Kempton doesn't receive breakdowns during the night, he will tow the car to ford midrand and in the morning arrangements will be made for the car to be towed to my preferred location. The next morning i waited for a phone call from Ford costumer service to let me know where my car is which never happened. I then picked up a phone in the afternoon and call them instead *** and asked will my car be towed to the preferred location as requested and to my surprise i was told that is not possible and if i want that to happen it will be at my own cost and as Ford there's nothing they can do for me. Remember this is a new car. Since that call on the 20th December 2019 i have received one call from ford midrand letting me know that the car had a gearbox failure and a new one has to be ordered from ford. Fast forward to today 15 January 2020 i haven't heard from either Ford costumer service or Ford Midrand for any update. I have also asked about a courtesy car since this is new car and this fault is known to ford but to this day I'm still waiting to hear from Service Manager @ Ford Midrand