Apparently they do not provide reimbursements

I called for assistance getting a key for my car since I have roadside and that is something offered. I was told that I would have to pay out of pocket and then submit my invoice to be reimbursed. I waited for the service provider to call me for 2 days and when they didn't I called them. They came out got me a key and then I submitted my invoice. I received an I'm sorry for the inconvenience but your claim was denied. That att does not do reimbursements  emailed back and forth with this rude.manager. she was sorry that I was misinformed but she cannot approve my claim. This is a joke. My service has been super crappy lately and then I am screwed because their agent gave the wrong info. Close to really canceling service.