Service plan not activated as per request

I contacted Innovation Group on 8/9 October 2023 to take up a service plan for a vehicle starting 1 November 2023. I informed the service consultant that I would take up 24 months plan and that it should be activated. I recently noticed that there were no debit orders deducted for the service plan and contacted Innovation Group on 7 February 2024. The consultants have been sending me from pillar to post. I asked Matshepo/Mathapelo at customer service to revisit the call, she tells me that Sales must do that, Sales says customer service must do it. For a company that I have used for a number of years, this is seriously bad PR.