Bad service not happy at all

Outsurance decided to leave my mothers car at the panel beaters after I personally called them and told them that my mum hasn't recovered from the accedent can they atleast please tow the car back to my house we will make arrangements to pay the access fee as soon as my mum recovers and when logging into the app it shows that the claim was cancelled but the car was not towed back to us but dumped at the panel beaters they even called use asking how we getting the car back home