Horrible customer service and follow up

My son's car was not able to be driven. I requested a tow to the mechanic. Was told that it was not the procedure and that it had to be towed to Auction Nation?

I requested a call back, via their app, but instead got an email. (Do you not have airtime?)

After 17 emails back and forth with automated responses, they eventually after I had to call them myself, tell me that I do have cover for this. But now I have to pay to get the car from Auction Nation to the mechanic, where I initially asked for it to be towed too. I was told by a "senior" person that he would sort it out, which actually means they will only cover R500 of the R1400+ that it costs to get it towed. Absolutely ridiculous. My son has to Uber to and from work for a second day now due to the delay and still the car remains at Auction Nation. Why does one have to go to these lengths to get something done correctly that should have been the case from the start!