Car Maintenance cover query

I recently sent my car for service. Had a extended maintenance plan with Ford Protect. on the 2nd December 2021 I called Ford Protect call center confirm if my profile was in order, it was confirmed that all was active, (i.e. maintenance plan as well as ware care plan). I then booked my care for service at Motus Ford in Germiston and service was confirmed for the Tuesday the 7th of December 2021. To my surprise , I was advised to pay for my car service because my policy/cover has expired. the debit orders have been going off even as latest as end of November 2021. The Ford Protect consultant then sent me a cancellation form so that they can refund me all the debit orders that went off as the cover has expired. firstly It was never communicated to me in any form that the cover is expiring or has expired until I sent my car for service. The service was never done.

Kindly assist me. I need my car serviced. Reference number below Policy number : B*** RE: Query-AFANXXMJ2NHC18001