Pathetic service from BMW Finance

Auto Alpina Boksburg, absolutely worst after sales people imaginable. I have been speaking to Jasmine Rameshchandra for over a month trying to get my service plan extended, the last email I had received from her was on 04/12 saying that she has 'escalated' my request to the insurance manager, up till now I have received no call, message or email, my assistant tried calling her number this morning and she stayed on hold for 39 MINUTES!!!!! She then sent Jasmine an email and till now I have not received feedback in anyway. Pathetic service, bad attitudes, BMW is NOT doing me any favours! I do not see what could possible be taking them so long as my mileage is extremely low and my cars are paid up front!