Why Is A Repair Order Cancelled Witout The Customer's Knowledge

The air conditioner repair request was made because of an emergency.  when I called back on the third day I was told the repair order was cancelled by person  unknown and the part needed for the repair was never ordered and a new repairman will come on 7/11/12. Now the process starts over again and the emergency still exists. I am suffering because PSEG does not care about their customers. Why am I paying for a WorryFree Service Contract.