Service plan cancelation ****!

Absolutely furious!! Motorite called me to sell me a service plan in September and the lady said If I cancel the plan within 60 days then I’ll get refunded the full amount onto my finance account. I cancelled the plan the 23 November and they sent me an email back saying it will take 30 days. Nothing happened, no one cancelled the policy!! Januarie, February and March I followed up and still nothing just to get an email at the end of March saying that if I cancel then there will wil an arrears of R10 500 on my account from tshepiso and the cancellation email was sent by anna-marie. How does it make any sense??? I paid R34 500 for the service plan, cancelled within the 60 days but they only action in March saying that my account will be in arrears but I didn’t even use the service plan!!! Wesbank and motorite said they wil escalate but still nothing! Can someone please call me to assist? Beaulin Exley ***