Very poor client service.

I had an unforsceen incident on my vehicle. I had reported the matter to A&F on tuesday morning. I had constantly phoned Mpho thereafter for assistance. He did not communicate the necessary to me even though I explained that is urgent as it is the holidays and many places close for that period. 2 full days had now gone by and I have been totally inconvienienced as I am now standing in a que of 10 people waiting to signed for a hired vehicle. The panel beaters close at 5pm. I signed for a vehicle for 29 days and received a message that it must be returned after 5 days. Mpho repsoned to just one email after my husband and I had to constantly contact him. How can this be client service. When I said to Mpho I am unhappy and going to complain as this is very poor service he had an even worse attitude and said well I can put It in writing. Is this client service. I have record if my mails that I sent to Mpho and him not bothering to repsond. He assumed that I should speak to the panel beaters and the assessor. I certainly don't think that's is right. I work for an insurance company myself and I have have to say I am shocked at the poor level of service I received.