Pre-Owned Warranty Poor Service

I have extended warrantee with them and now I have taken the car in for repairs and they are now telling me that the policy does not appear on the claims department but it appears on administrative side. Tell me how is that my problem? Mind you I have been paying the policy and they have been deducting money all along . I am now stranded with no car no assistance I have been calling them whole day using my airtime being sent from pillar to post. Mind you I have a family I that is affected by the riots that are relying on me for a food and I am the only source of transport. Right now I have a car that is stuck at the repairers with no clarity on way forward. Suggestion think twice about taking extended car warranty with these guys and if you using them good luck