Delay tactics

I had my car towed in to VW 29/03/2021 because it would not start i have had the car for less than a year,VW did the diagnosis and advised them that the gear selector does not work as its an Automatic car, they sent through the relevant documents showing where the problem is this was done on 01/04/2021 even today they have not answered me they keep requesting for things that have been sent to them already, i have a maintenance plan with them i dont knw why its taking them over a week to decide whether they are going to fix it or not, this has been the WORST experience ever, because they have been given everything that they have requested, Vernon Govender has been dealing with this claim for a week now and at that time I have no car. I am taking this matter further now because its just tactics for them to want to decline by being difficult