Disappointing service from Dial Direct Sales.

Last month I received a call from Gugu Masombuka selling me a used car extended warranty. I agreed on taking the cover and it was meant to be coming into effect on the 01st of September with the first debit going off end of this month. I have still not received my policy documents. I called the call centre and they have absolutely no record of my policy with them. I spoke to a lady from innovation group towards the end of last week and she said she would look into it and come back to me the following day. Again, NOTHING gas happened. Why was I promised a product that I actually do need and nothing is put into place as promised. This is unacceptable and terrible service. I am very shocked because I have existing vehicle comprehensive insurance with Dial Direct and was looking forward to adding this onto my cover as I thought I would get the same level of service but this worries me now about my other cover with you! Is this representative of what service I will receive going forward with my main cover as well. :(