Disgusting service

So I've taken out a service plan with them, took it for a service at the dealer and when they had to call through for authorization, we were told that I only had a roadside assistance policy with them!!!!!! I was clear when I spoke about a service plan and this was confirmed to me, so I was at the dealer all for nothing, and to this day I'm still waiting on feedback for the claim.... What exactly am I paying for? I'm very disgusted in the service I'm receiving from liquid capital