Very poor service

No customer service. I was granted 3 month payment holiday at the end of Jan. The department that deals with it did not load it onto the system, on the 13 April 2021 they reposed the vehicle without any documentation. I called them and was told it would be rectified, since then I have been promised call backs with feedback, which never happens. When I call I am told that the release has been approved, but they having a backlog due to Covid-19 and once again promised a call back on 19.04.2021, also never happened. I eventually emailed for a call back. I was told that I would need to pay for towing and storage to have it released. Why should I pay for towing and storage if I was not at fault. Bunch of useless ******.