Very bad service at Outsurance.

My name is Lindiwe Twala and insured with Outsurance. My car had an accident and the regular driver is my son. I have been paying for a courtesy car without fail. Outsurance arranged a car with Avis and the car was supposed to be returned to Avis on Saturday the 7th of May 2022. My car is with VDS panel beaters at Roodeport. On the 4th of May 2022, VDS phoned me to tell that Outsurance have just approved the parts of the car and they will have to order them. My son Thembinkosi contacted outsurance and spoke to Samuel who is our advisor and told him that he has to take back the car to Avis but my car is still with VDS panelbeater. According to my son who is the regular driver of my car he was told that there is nothing they can do as they cannot extend the car with Avis. I phoned again on Friday the 6th of May 2022 and spoke to Cubin dont know if I pronounce his name correctly who said I am not telling the truth, Samuel did not said that there's nothing they can do. I insisted to speak to Samuel's Supervisor and requested the recordings between Samuel and my son which did not happen. Today my son contacted outsurance and Avis and is told that he is owing R14 000.00 for not bringing back the car on Saturday. My question is that if I brought the car back to Avis, what would have happened to me. Does it mean that I should have been without a car for a weekend and what is the purpose of paying for a courtesy car if it does not serve its purpose. Who should pay that R14000.00 if my car is still with the panel beaters. Thirdly, I don't have another money to pay Avis for them to arrange for another car as the Supervisor and Samuel did not bother to get back to me on Friday. This should have been avoided. I am so angry at the service that I'm getting at Outsurance as this is not the first time this happens.