failure to provide service im paying for

Good day.

firstly i have been a loyal legalwise cover for more than 6 years. i have only used your services in a case once. last year i had an incident where a guy drove into my bakkie. my parents were driving at the time. the guy made an affidavit that he would take full responsibility for the incident. i paid cash for fixing the bakkie. he agreed to pay me off. but he never fulfilled his promised. i than referred the matter to legalwise. the head office referred it to kimberley branch to a lady named Carmone. first Carmone requested me to mail her the AR, which i did. after a lengthy delay she rep**** that she never got the documents. i than mailed it again. after contacting her for a week and getting no help i went to the branch. spoke to the manager. he spoke to her. finally she admit to getting my documents. than she sent the guy a letter of demand with 14 working days to respond. after the 14 days she contacted me that she was going to send a summons letter. three days later she contacted me again saying you guys cant help me because the vehicle was used for business. the vehicle was not used for business! my parents only drove the vehicle to our business premises but it was not used for business. and i find the way she handled this matter completely unprofessional and wasted my time. i have been a loyal customer for legalwise and i would appreciate some loyalty in return. she should have declined my matter the day i sent her the documents. than i could have made another plan. not after she had already sent a letter of demand! i'm hoping you can assist me with this