ABSA failed to manage their maintenance process with the third part Innovation Group

I would like to complain about ABSA VAF. I bought car through them in 2016 and I took maintenance service that is underwritten Innovation group to assist me when I take my car for service. Initially, the contract was for 30 000 and 45 000 KM. However, I never used the service plan because everytime when I took my car for service, I always not get helped through Innovation group and then I decided to ask them to change the plan to cover 60 000 and 75 000 km. Which the innovation group decided to cancel the service plan and create the new plan. When I asked them what will happen to the money that I been paying for the past two years and the advise ABSA will contact me and transfer the money to my ABSA VAF account. Since last week Monday, I never received any communication from ABSA or Innovation Group. My car is due for service since last money. I need some better direction between them or maybe to cancel the policy since its not helping me.