Policy is not activated after 4 months

I extended my service plan through the Liquid Capital on last year September and service supposed to be available from 01 January 2018. in January, I took my car to KIA Bryanston dealership for 75,000 km services but I was informed by the dealership my plan is not activated. Because, I went there in weekend I was not able to talk to policy department. During the week, I was able to call the company and raised the issue and they confirmed that issue has been sorted and I received a confirmation sms that issued rectified . I took the car again for services to the dealership and was told that policy has not been activated yet. My question is, how a company can deduct the money on time but not deliver the promised services on time even when the client call them and raised the issue. I am totally disappointed with the services and expect the immidiate action from the company.