unprofessional

what terrible service and communication from these guys. I bought a car on and picked it up on 6/11 with the car we were sold a plan for mechanical warranty through innovation. we heard a noise and realised we have to take it in. we then took it to Volvo bedford view where we were told that the gearbox needed to be replaced and a claim was submitted. then we received a call to say we hae yo take it to mayfair gearbox which we did and told that therr is nothing wrong with it and advised to take it to Volvo auckland park and there the problem was fixed and now we waiting for feedback as car has been there since 28/11 and we cannot collect as no payment has been paid. this is highly unprofessional and frustrating as we havent had the car for almost a week and still no feedback.