courtesy car claim

I called in on the 30/07/2018 to log a claim for a courtesy car to be made available to me on the 01/08/2018. I was advised I would receive a call to confirm my booking and advise on location as to where to collect the vehicle. I have not received any feedback till this minute. I called in again on the 31/07/2018 at 08h45am and a consultant advised they are busy , cant assist me.