Not happy by the way the matter has been handled

I am not happy by the way that the complaint I had with Motorvaps has been handled, No body has contacted me regarding the matter, they only send emails and sms's saying that the matter will be dealt with soon and that someone will contact me on the phone to solve this. Motorvaps is so unprofessional when it comes to dealing with customer service, They never contacted me about signing some documents, they claim I was suppose to sign before they can pay for the car that was due for service on Friday 5 January 2018 The garage is the one finally contacting me as they realise the time it took for a response asking me to collect the car as they could not service it saying it was late for them to do so.

To my surprise I called Motorvaps I told Motorvaps that I was in KZN and I was not informed by the fact that I needed to sign, The question is why does it take only a phone call to cancel, but when they have to pay for the services that I have been paying for every month and that take a strain by signing the forms.

I asked them to give back the premiums so I can pay the garage, and then cancel the plan, as I was told that it only takes 24hours for them to process all claims which is what I was never informed when I sign up with them. I was told that they pay immediately. I have been loyal to them, premiums up to date

need answers, my car still needs a service.