Failing to pay on service plan.

Nedbank mfc insurance group will not pay out as I have a vehicle service plan with them. I toke the service plan with them when I bought the car my car was on 45000kms and that my car have to to go for 60000kms service they refuse to assist me, telling me my car can only go for a 75000 service and my car is not even close to that. When I requested the voice recording of the day I toke out the plan with them, clearly telling them that my car is on 45000kms and the next service is at 60000kms they fail to produce my voice recording. They are not willing to assist me in this matter.