EXTENDED WARRANTY POLICY - NO SERVICE WHATSOEVER

I purchased an Extended Warranty for my LG Washing machine. I called the Customer Care Centre to log a call in October 2020. It took them 5 days to log a call with the service company, and that was only because a phoned constantly to ask why I had not been contacted in this regard. I again logged a call yesterday and checked that it would be the same service company. 24 hours later, I phoned the call centre again, and they said they can do nothing - good customer service! I asked to be referred to the department that are responsible for appointing the service companies. After 7 calls to the Customer Service centre (the phone answers with an automated message and then cuts you off, when it goes through to the call centre), I eventually phoned head office, who gave me the number of the Extended Warranty person who is working from home. I spoke to her and she said that all customers are so irate by the time they get through to her as Makro staff do not do there their job. There is absolutely no service whatsoever, so what's the point of buying an extended Warranty policy. Everyone at Makro knows which department it is that is not doing their job, but the problem still exists WHY