I've been a client of theirs for four years

I've been a client of theirs for four years. I logged a fault with the camera in my bmw battery last week. I got a message where am terms and conditions were explained. No one contacted me since the 16th I called again today... A very helpful k****tso and andile escalated it but the person who took my call last week did not log the fault. Many messages on WhatsApp. But zero follow through. Except for K****tso and Andile, no one called or followed up. I am still waiting for a technician. 7 days later Yet, if i called and said i want to sign another contract, they will call back immediately. Terrible service at the call center.