Games Extended warranty

We had taken an extended warranty with game on our TV. On the 27th January 2021 I had requested assistance on my TV that malfunctioned, They had asked me to forward through my warranty documents which I did and no response or acknowledgement received. 5 Days later I received a call to say that the technician is coming to pick up! TV was taken on the 03rd Feb 2021 and up until 22nd February I received no update from anyone!! 3 weeks had gone and I have to follow up for the service I played for well in advance. This is unacceptable