Lack of integrity and incompetence from Mercedes Benz Rivonia.

I took my Mercedes c220d 2019 model for service at Mercedes Benz Rivonia on Friday 14th July 2023. I was called by the service consultant to say that I need to pay for AdBlue R624 cash because my service plan does not cover it. This was my 60000km service and I had never paid for AdBlue cash, and when I raised that with him he arrogantly told me that this was always in my contract when I bought the car in 2019 and that all 2019 C220d models must pay for AdBlue. I decided to challenge this and when I went to fetch my car I presented to him all my invoices which indicated that AdBlue was paid for as part of my service plan and I never had to pay cash for it. He called his manager who now changed the story and says the mandate came from Mercedes Benz South Africa early 2022 that AdBlue is not covered for C220D 2019 models. When I asked to see the mandate, he informed me that its an internal email which I am not privy to. This all seemed really ***** because if I am coherced into paying for something for which there is no evidence that i need to pay for, this to me just seems like a money making **** that Mercedes Benz Rivonia is running. I obviously had to pay because I was told I will not get my car. However this just shows that there is no integrity here because both the service consultant and the manager where both lying. If something has changed in my contract, it is the responsibility of the service provider to inform me of the changes and I would need to acknowledge and agree or disagree to that change. The fact that information from Mercedes Benz South Africa was hidden from me by the manager and I was forced to pay for something that I never previously paid for without being consulted of changes really raises red flags as to the values of this company. He told me he had no email to lodge my complaint with Mercedes Benz South Africa and I had to call a call centre and they would refund me if Mercedes-Benz South Africa agrees with me. The manager called me on the 18 July and he suddenly managed to get the email for Mercedes-Benz South Africa. I sent an email and they responded on the 20th July saying that AdBlue was covered in my contract. I forwarded the manager that email from Mercedes-Benz South Africa and asked for my refund. I was told to complete forms and send proof of banking and other documents which I sent on 24July. Up until today, no apologies non whatsoever, I still have not received my refund. This is really disturbing that I have to vent on this platform. What ever happened to customer centricity, due diligence and integrity? It really is appauling that a reputable company like Mercedes-Benz Rivonia does not understand those principles. So customers, just a warning to be on the lookout for this ****. Don't just take any lies from them and end up paying for things you're not supposed to be paying for.