Service plan funds depleted without a car being serviced

My vehicle ford ranger was due for 90 000km service. I went over by 2000km as I was busy traveling with audits. I booked the car and when I got there I was told the car cannot be services. It is out of service plan I need to pay R5000 cash. I had to pull my vehicle out of the que.

My question is where is the money gone to that was reserved for 90 000 service. It is unfortunate you only get to hear about these policies when requiring a service because I was never told of this threshold. I recently extended the service plan but then was told that will only cover the next service there's a waiting period.