Poor customer services

On the 17th of February, I had a challenge with my car and called road assistance. It was after hours and they could only take my car to my place, and informed me that if I want the car to be moved to the service provider, I will have to pay for it, because I reached my annual limit. I was quite surprised because I only used them twice, 01 January 2022, on my way from Cape Town, and now, and I went through my schedule for any indication on a limit, but could not find anything. I called them on the 21st of February and the consultant told me because I called them on the 01 January , they recorded it as twice because I had my trailer, but the tow company did not at all tow me, but brought me fuel of which I paid directly to them. The consultant said they will investigate and come back to me, until so far no response from Momentum. Also on the 01 January when I made the initial call, the call dropped and the consultant did not even bother to call me back, stuck on the N1 and no one stop to assist and the consultant have any concern about our safety. I called again and lodge a complaint, and the consultant ask me if she must escalate it, I said yes, but once again no feedback from them. It seems the safety of my family and myself is not important as long as I can pay my monthly fee. I joined Momentum in 2018 and it was the first time I asked for road assistance and this is the way I am treated.