Game extended warranty does not exist

I took Game warranty for my Defy stove , in 2018. On the 07 July 2022, I have logged a call in Game Menlyn , I was given a ref no and toll free number that does not work . Today is the 18/07/2022 , I am unable to follow up and Game Menlyn is sending me from pillar to post . I also spoke to Store Manager on Friday . H e told me that it is not store responsibility to follow up for my call . I am sitting with stove that does not work , I have paid extended warranty in their store , now they cannot help me .