Bad attitude and Unfair treatment

Upon purchase of my vehicle a Vw golf 6 gti on the 16 October 2016, which of cause was under finance by MFC. The dealer informed me that the vehicle comes with a cover from Innovation group which was the motor mend plan and service plan. She advised me that should i encounter any mechanical failure. I should take the vehicle to an approved RMI centre using the Innovation motor mend warranty plan. The vehicle never skept service. Today the gears are stuck, a consultant from innovation advised that I take the car to Vw. After a month without any communication, i receive an email saying claim rejected. I called, spoke to this rude lady with attitude by the name of Mpho! I mean how the hell can there be one consultant in the claims department to assist, yet i kept asking her to transfer me to someone else but she refused. She was just disagreeing to everything i was pleading for.

I will take this matter up with the Ombudsman to resolve it for me. I do not understand how can my claim be rejected. You reject my claim because of gears stuck? Yet you lie and say the car does not start! The car was starting perfectly when it was taken to Vw. I asked for the gearbox to be fix not the whole car, that has got nothing to do with you. Please explain to me when you say "you cover gearbox components"