Horrific Service from Innovatiin Group

I took an extended service plan for a toyota avanza in 2021 to cover car service from 75000km upwards. The plan was sold to me by the Innovation Group.

When the 75000km service was due in January 2022 I took the car in for service and was told to pay in cash as the extended service plan didn't show on the Toyota system and it was weekend the Innovation Group only opens Monday to Friday. I paid and was advised to call the Innovation Group on the following Monday.

I called that Monday (31st January 2022) and was assisted by a lady who told me my plan was put on hold in 2021 when I missed a debit order that I made arrangements to pay later that month. The payment was on the system and the lady told me she re-activated my plan, I should send an email to toyota extended refunds for a refund of the service fee I paid to the dealership on the 29th January 2022.

Innovation Group, the administrators of the Toyota Extended Service Plan, have been requesting me to submit attachments (proof of payment, Service Invoice and Bank Statement). These attachments were attached to my initial refund request email to: *** that was sent on the 2nd of February 2022. I have been requested for the same attachments about 5 times without any tangible feedback on the date when I can expect the refund. I was initially told the refund will take 7-10 working days. It has now been 22 working days and as of yesterday, 2nd March 2022, when I asked for feedback I was yet requested to submit the same attachments.

I requested details of a person I can escalate the matter to within their company and nobody has responded to my email.