bad customer service

Hi

My mother called outsurance on 28/01/21 with a problem on her car the Mercedes Benz. the battery was flat. Outsurance sent through a technician to go and jumpstart her car, which was unsuccessful as the technician told outsurance that it is not a jumpstart problem but the car needs to be taken in so they can check it at the dealership. the same guy then suggested to outsurance that they should not pay him for services or coming out to cone out and jumpstart car but rather for him to TOW CAR TO BETHLEHEM Mercedes benz. now she was instructed by MBALI ZWANE at outsurance to then take the car there. So yesterday 04/02/21 we are told my Mercedes that the car is fixed and ready and costs of the car are R5k, but now find out today 05/2/21 from calling outsurance that this claim was never logged in the system & call was closed on the 28/01/21. something about mechanical breakdown they told me. AND WHAT MAKES MATTERS WORSE is that outsurance then appologised for miscommunication BUT STILL tells my mom that she is liable for R5k payment to get her car back. How? this is a 71yr old woman, what communication are you talking about? who must pay as a pensioner that is R71 does not work!!!!!!! what is this about? she didnt explain to my mom the process nor take her through what is to come. I, as the payer of this policy (Zozo Mdakane) I REFUSE to pay for this expense. Had I known the implication from day one I would have come up with another plan, now when the car is ready and fixed, I am told this?? *******! I want to get hold hold of Mbali Zwane or she must be dealt with as I cannot get hold of her when I call. So what now.