EMPTY PROMISES BY OUTSURANCE

I have made several enquiries regarding the rental vehicle I was given, while my vehicle is still at the repair shop. (Parts are being ordered from Toyota Japan) I was told that the rental will be extended a few days before the rental period expires and that I should call in and arrangements will be made for an extension. I did this and was told by another agent that they do not extend rentals. I then requested to speak to a manager as the details contradict what the previous agents told me. I contacted Outsurance this morning to speak to Millicent the manager I spoke to on Thursday as I was told last week they'd review the call recordings and get back to me today. I still have not received a call from her. After 1pm I received a call to say, I need to return the rental which was due by 11am (past the time) or a daily fee would apply. This is the worse service I have received from Outsurance since being a customer for 15/ 20 years. With limited claims over the years and paying monthly without fail, I am disappointed that when I need them the most they do this.. There is no commitment, no customer service, just empty promises.