The worst service ever

Why is it always an issue when one has to claim. We took up a service plan which covers two services minor and major. Last year we took our car in for a major service but now when we took our car in for a minor service today, we were told that you didn't authorise the claim. I spent over 50 minutes calling your call centre without any resolution. The only thing we were told was the matter will be escalated. Mind you, we dropped off our car at the service centre which is miles away from where we stay and had to fetch it later without any service done. This is appalling and bad service from you. This is not the first incident we have had with your company. Please refund us our money since you are failing to authorize the claim. Remember these up and downs cost money and inconvenience.