Wrong advice/guidance provided

I have a maintenance plan with Bidvest which has expired today i.e. 16 March 2021. This past Saturday, I had an issue with my car to which VW was only able to assist on Monday.

I called the branch and advised them of the issue and mentioned that I have a maintenance plan that expires on 16 March 2021. I was asked to confirm if the expiration includes the 16th or not i.e. does the policy expire at the stroke of midnight leading into the 16th or is the 16th the last day.

After calling IUA, I spoke to a consultant by the name of Shamira and advised her of my standing to which she mention that 16 March 2021 is my last day. I then spoke to another lady, unfortunately, I forgot her name, who advised me the same.

So based on this "trustworthy" advice, I booked my car in for today, 16 March 2021, for the VW team to investigate the issue and upon logging the claim, the system states my policy has expired.

So I called IUA again was was informed that my policy has EXPIRED today and no claims can be registered.

It is such a frustration because if Shamira and the other consultant explained this to me I would have made a plan for yesterday to go to VW and insist on working on my vehicle.

Now I'm awaiting the call center manager to call me since around 10:25 to see how they can help. I even asked them to review the voice recordings to hear for themselves the "advice" given!

This experience has rendered me speechless and to think that I was going to extend my policy with them.