UNPROFESSIONAL CUSTOMER SERVICE BY QCARS

I took finance with Qcars which offers a maintenance plan. Great my vehicle's turbo ceased and needs to be repaired.I booked my vehicle for repairs and the Service provider Qcars was informed. 4 Days went by waiting for the vehicle to be assessed by them. A futher week it took to get authorization to repair the turbo not even replace which means there no warranty on the part. I the consumer had to contact the service provider for a week just to find out if authorization was given. Great today the repair center informed me that the vehicle is ready to be collected but will only be released once they receive payment. I had to contact the service provider for 4 consecutive hours speaking to 5 different people in order to get the message to someone at the Accounts department that I the consumer wants to know if payment was made. Still I'm awaiting feedback regarding payment. Qcars has been delivering a service for 13years and clearly they wouldn't get to 13years without customers paying them every month for a service. Now I would like to know why I pay every month for a service I don't receive. They don't care about customer service and I find this whole matter very unprofessional. I am willing to take the matter to the MIOSA in order to get feedback and to get my vehicle back.