Poor service or rather no service

Almost 3 years ago I received a call from a consultant telling about a service plan for the small parts like battery, wipes, break pads etc, I took the plan and was advised that it will be deducted with my car premium as I'm financed by MFC, on the 5th of this month I called for a claim of break pads replacement and was assisted by Dikeledi Beka who said that my insurance was only for 2 years and lapsed last year but they are still deducting money from my account and they can't stop it till i finish paying my car and she said she will escalate my claim and I will get a call within 5-7 business days which never happened and on the 20th which is the deduction date, I saw a difference of R130 from the premium they normally deduct monthly, there was no explanation or the voice recording of the day I took the insurance as per conversation with Dikeledi and now I'm stuck with the car that needs break pads, I need an explanation from MFC as to why are they lying to us as clients and never stick to their promise.