Good on TV, bad on actual service

Dear Miway

I am absolutely shocked and appalled at your service, on Friday 7th December I went via online chat and requested roadside assistance to the nearest mechanic, your agent refused to arrange this service despite me explaining that my car broke down a distance from my home and that I had to get the car rolled all the way to my home, there is even a cartrack facility that I have taken through you in conjunction with your policy to prove my case but yet you never bother to even check the logs, why am I paying for this extra service then if you don't bother using it as proof?

I have expressed my disappointment yet your agent has done absolutely nothing the past 5 days to assist in this matter, you DEDUCT MY PREMIUMS, INCREASED MY PREMIUMS TWICE this year but refuse to offer the promising concerning service you show on TV.

My car is now sitting on the side of the road, the money I use to pay one months premium can easily be better spent paying for my own roadside assistance instead of paying for an insurance that doesn't want to do anything.