horrible treatment by innovation group

I joined innovation group last year for their car service plan via absa bank, so my suprise when I took my car in or service on last friday , I was told that my service plan had expired in August, embarrased I called them and spoke to a very rude consultant who asked me didnt I know when I joined that it was going to expire?when i asked why didnt they send me reminder or warn or send some form of notification she asked me whose;s policy is it?why dont i know of my own policy?they continued to debit me hence I had no reason to doubt or think that my policy expired and they are asking me questions as If im stupid? what form of customer service are they offering to clients and when I asked for my refund of the months they have been debiting me the consultant tells me that she wont request for my refund she has to ensure that I paid the 13th installment on my 12 month contract that I supposedly had with them and I didnt even receive any documentation from them about the policy when I joined.