Bad service

I was assisted by Thomas an excellent sales consultant with my extended service plan, and was advised that after successful 4 payment of my premium I will be able to take the car for service. 1st attempt I was told that the registration number was recorded on my name and it's my partners car I was only going to pay the premiums for him then I gladly sent the vehicle papers as requested, and I tried to take the car for servicing on 2nd attempt, bear in mind that taking a car for servicing is an inconvenience for a day but because you want your car to be serviced you will have to do it, the dealership called and was advised on kilos that the car was supposed to be taken for service, and the policy wording had the kilos from 120km, they never bothered to authorize and correspond with the dealership if they can continue or if I should come take the car, they only responded the following day saying that they won't authorize as they have to investigate, now I'm not only angry but I feel like a ******** that requires services from Motorhappy 😔