Contract for warranty on the car Engine

My mother bought a black Chevrolet Captiva from Bloem Auto-Net in 2014 and part of the deal was that she would pay an extra R7900 for warranty/guarantee for the Engine, which she did. Subsequently, she was promised that the contract or proof of the Warranty will be sent to her in a few days. To date that contract has not sent to her. She then decided that she no longer wants the warranty but wants to be refunded, however, Bloem Auto-Ne refuses to pay her back her money for reasons known by them. The contact person does not even answer her calls. She does not know how to get her money back. This is her desperate plea to get her money back.<br> <br>