Not fulfilling their promises

I called Mi way last week Friday afternoon. Spoken to a gentlemen called Motheo if not wrong with the name, after I discovered a mechanical failure and parked on the parking bay safely. He verified my details over the phone to say I am covered. I wanted a tow truck but I realised I will rather do it the following day since dealership are closed. I then inquired if I was qualifying to be borrowed a vehicle in the meantime my vehicle is being sent for repair, which he confirmed yes. I was even informed of the up-front amount of R 1350.00, ( which is refundable) to Avis. I agreed as was assured. On Monday(yesterday) after they towed my car, I phoned to a number I was referred to. Is then that I was informed that they couldn't borrow me a vehicle since I was not involved in an accident. I am highly inconvenienced to an extend that I couldn't even get to work, trying to pressurize the engineer at the dealership to fix the vehicle which to date it still lying with them. I do not have a transport and re**** on their service as promised. I wonder if this is the best they can do in their way? Am confused as to which consultant was right? All I need is a vehicle to loan.