service plan expired.

I have a service plan with them for 2 years. My vehicle is due for service I only claim 1 service know they says it have expired. My vehicle is +-80 000km and not the 160 000km they have on their system. I only service 1 which was last year. I phoned to confirmed if al is in order for this year only to find out it have expired? but I still contribute to the plan.? I have called numerous times and was told by Salome at customer care they will investigate that was 2 weeks ago up today no feedback. I need to know what is going on. Please can someone just phone me and update me.