Too quick to debit the money but slow to service

Very disgusted by the level of service i'm receiving from the company, My car got ****** on the 20th Sep 2015. Insurance sent it in for repairs, it's over 2 weeks no feedback from the advisor and not even returning my calls. No courtesy car cause I don't have the option added....When I call panel beater they're giving me the run around, What is going on? Is this the kind of service that's been rendered to a customer that pays over R2 300 a month? Im quiet appalled that you're not living up to your statement - You always get something- That's bull. I'll wait 2 more weeks and if I don't have my car ready by then or no courtesy car loaned to me I will take this further to the media. The least you can do is keep me in the loop and make me feel important just like the money that gets debited every month.