Consumers Energy Prepaid Appliance Service Repair from Consumers Energy Cadillac Michigan

On 10/19/2018 Called Consumers Energy to report our Furnace was acting up.I pay $20.24 per month for repair plan through Consumers Energy.Was told we were a pryority due to what was going on with  furnace was told repair man could come as late as 12:00 midnight.But no one called or came.Called again at 1:00 pm on 10/20/2018 was told if i did not get a call by 2:00 pm to call back so at 2:00 called back to tell them no one called from repair service at at 1:00pm furnace quit working no heat.Was told that if I did not get a call by 3:00 pm to call back so at 3:00 pm called back had no one call or show up.Then Consumers Energy told me that the person said they did not service our area and because the repair case was open they could not help for 24 more hours then they would rescedual an appointment.I am Disabled have MS sitting here with no heat and no promiss that anyone will help after paying my monthly payment for service repair.They have my bill as Meri R. T. they shortened my name to Meri for bill