24hr Assistance Service not transparent

Good day, <br> <br> I have logged a query at the help desk of the 24hr Assistance Service for picking up my fiance's vehicle as the car does not start. According to the agreement it states only when you are on the road they will assist or in the case of a emergency? They refuse to pick up the vehicle as it is not on the road but at my home? This does not make sense as it is a emergency as my fiance is stranded and losing income? <br> <br> According to my conversations to various people at Alexander Forbes they under my frustration but are not willing to help me?<br> I have read through the annexures/agreement and it is not Treat your customers fairly (TCF) friendly at all as the document does not clearly state the inclusions and exclusions of all the sections. The words is very vague I must add and I quote:<br> Indien u weg van die huis gestrand gelaat word en u voertuig kan nie bestuur word nie, sal ons dit na die naaste goedgekeurde handelaar of bevoegde herstelwerker laat sleep. <br> <br> Pam phoned me and she said she will get back to me and that was 09h18 24/04/2015 but I have had no positive feedback as yet. <br> No action plan nothing. <br> <br> I would appreciate a positive response.<br> <br> Kind regards, <br> Hendrik de Vos