No service received as per agreement - So disapointed

I would like to share the bad experience I have with 1st for woman, I had a policy with them for service plan since from last year September and they confirmed that they do cover my car as I am using H1 Hyundai and I use it to transporting school kids around Germiston and I asked them if they work with Hyundai Germiston as I do not want to go anywhere else. The guy who was assisting me was Prince and he gave me assurance that I am covered 100% and can take my car to Germiston Hyundai. As the months went by I had to send my car for a service I was sent from pillar to post as they referred me to Hyundai Midrand or to Venostech which is in Kempton Park as they only work with those. I then asked them to listen to my first recording as proof that I said I only wanted to take my car to Germiston and asked them to give me my refund and cancel the policy as clearly I am not getting the service that as promised. It's been 3 weeks, and no one has contacted me with regards to my refund and if I call them, I am on hold for a long time or will be transferred to various departments with no resolution.