service plan

I took out a 3 services with them. However I took it before the vw service plan had expired. So when I took my car for the last service at 45000kms with vw, they're claiming that i have missed the service with them. So now they are saying they'll only do 2 services instead of 3. Been waiting for the voice recording for over a month now. Haven't received a call from them. I'm the one who has to constantly follow up about the call recording. Thato Ntheledi never bothered to call me back. She just sent me an email. The service i have received has been disgusting to say the least