EVER-SLOW SERVICE

i am not sure why I should be paying for a service I am not receiving. i requested assistance with a matter a car dealership where somebody claimed a service for someone else and not for me...i sent all required documents to show that i did not receive any service e weeks ago. but the gent handling my case has never liased with me. i have to be the one calling Lipco to follow up and find out what is happening. never has this guy contacted me and now when i phoned he says he has been ill and out of the office. what is that? is that what i am paying monthly premium for? I had specifically requested a swift service for this matter as it's a matter of urgency as I need my vehicle serviced by KIA motors out of their own pocket because i never claimed it.somebody at their office made some mix-up and l am now carrying the burden of their internal problem. Lipco has not comeforth for me. the guy handling my case is telling me that Kia motors didn't pick up their phones. what does that mean? does it mean i should be the one making means to have another contact detail channel for him? something like an email! i am livid because now i am the one doing the job he should be doing. what am i paying for????