Unfair customer service

I took my bakkie to gearbox centre at Vryheid for gearbox and drive-shaft repair. When Innovation group were called they said the policy has been on hold since November/December 2019! The question is why have they been silent since then only to tell me when I have a problem that there were unpaid debits IN 2019 ! They then said I should wait for days before they could debit the total of unpaid debits on the 24 August 2020, they still have not debited from my account and my car is still locked with Gearbox centre. The so called Booster policy cannot even provide me with a courtesy car even though I am up to date with their premiums, I remain desperate.