Innovations group lacks accountability and customer service

My service plan warranty expired last year Nov 2. Called to extend with Nonku. Needed assistance in November as I had ignition starter failure upon calling innovations I learnt that the extension was never done. To cut story short, dept team leader promised to pull call records and come back to she never did. Called last week to follow up after experiencing problem with the car not starting.I was assured extension was done and that I could take car in to nearest dealer and so I booked for yesterday 30/01/25 at Toyota. In the afternoon the customer order form reads the warranty status expired. I again called had to explain what had transpired and I learnt that my warranty would take effect 1 Feb and that in actual fact I was sold a new policy and the warranty was not extended as advised the previous week. The premiums continued to be VEHMAINT S;WB/SP/*** debiting ZAR 447.38. My vehicle is at the dealership awaiting a part to be fixed...There is no effective customer service at the innovations group . My experience is one of being misled and overpromised with call recordings that never surface.