Innovations disgusting service

My sister purchased a vehicle from Toyota with an extended service plan. When we took the car in for its 5th service we were told the service plan is expired and we did the services in cape town. We live in port shepstone and did all ours services at Toyota Shelly. It has been two weeks of constant phone calls and emails and no response from innovation no reply's to emails no call back to inform you of what is going on. Yet the service plan was already paid for 4 years ago. We only have the car for the 5th year now and are doing the services annually. BEWARE of purchasing theses extended plans. I also have no idea why Toyota cannot do something about it. Why do they sell a product that has no customer service. I was a loyal Toyota customer and so was my sister after this experience i don't think i will continue to support this terrible service. You have to beg for something you have already paid for????