Unhappy with the service

My car was in an accident on the 14th of November but a day later they is still no progress on the claim or status. They are also denying to give me car hire while I have been paying for it since I joined. I called to cancel the car hire after the car hire payment was deducted from my account in November from my understanding it is to be cancelled from December, they cancelled immediately on the system. They are refusing to give me car hire while R147 was deducted in November for car hire for 2 years. They say they will refund me the amount only for the month of November after I have enquired why I am not getting it since I paid for it. They are trying to get a cheap way out of providing me with the service I am entitled to receive. Now they say they will have to listen to the recording. If I did not enquire they would have quiet. The service is very bad they will keep telling you to hold and you be holding for 30 minutes with no results. Does it make sense to them to cancel the service immediately while I had paid for the month already.