Absa & innovation cancelled my warranty cover without my knowledge after deducting the money for 24 months as agreed.

I bought a car 2016 october, which am still paying through by ABSA VF, then I was offered extended warranty. The car was around 43000km and was still having manufacture warranty that run up to 120 000km/ 5 years. The warranty I was sold to cover me for 24 months when the manufacturer warranty expires or after 5 years, which is 120 000 km to 240 000km or 2years. The payment for the warranty it says is 24months, meaning that i will pay from october 2016 to october 2018. The cover it says will start when manufacturer warranty expires or after 5 years. The money for the warranty was deducted together with my car installment for 2 years. The manufacture warranty expires in January 2020. It means the extended warranty must cover me from 2020 jan to 2022 jan. On 22 june 2021 I went to a dealer my car heater is not working and I gave them the policy number of my cover (innovation group).

To my suprise they later called me to tell me that innovation group are saying the cover was cancelled. I called innovation they told me, I must get clarity from ABSA. I told them that I never cancelled the cover. In my possession I even have a document for my cover which was sent to me november 2018. (It irritates me because how can I pay all premiums for 24 moths as required by policy and then cancel the cover, still paying the car to absa)

I then called ABSA vf, absa representative told me that she cant see the cover I am talking about, is not showing in their system. I asked her to check my statements for the first 2 years of paying, she said she doesnt have access. She said she will refer my case to someone higher, I will receive a call or email. At this point I havent received any communication.

My car is stuck not moving while ABSA deducted the warranty for 24 months as agreed.