Shoddy service and poor after sales

My service plan expired and I took up a new one. I never had to pay in with the previous plan I had. I took my car in for a service and was told I had to pay in R900.00 as my plan did not cover this. This was never explained to me and no documentation was given to me. I sent through a claim to the innovation group on and they called back to say my refund would be paid in but I have not received a refund. I sent a mail on 05/03/2015 requesting feedback and was told a consultant would call me back in 48 hours and no one has called back. Yet each month my deductions come off and I receive poor service.