Bad service unable to respond to clients

My name is Johannes on Monday the 28September 2015 I took my car a Renault for a checkup and was told by a lady called Nadi? that they will start working on the car on thursday 1 October 2015 and i did explain to her that according to the procedure from my hollard motor extender policy Alpha must call them first to get the authorasation before they proceed with the repairs so on thursday 1 October i waited for the call from Alpha on the update but they never called,friday again no response until i called them on monday to ask about the update but again they failed to give me an update about how far they are and if Hollard gave them the authorisation to do the repairs I Dnt know what to do anymore,Alpha Auto customer services is not up to date