Makro Extended Warranty Claim bad service

In November 2016, I purchased a fridge from Makro plus an an extended warranty insurance with policy number 16/117757 valid for 3 years which is still in force. Around the 20th May 2019, I lodged a claim with Makro regarding a fault with the fridge. They sent their service provider called Panaservice to my house on the 23rd May 2019 to diagnose the fridge. The service provider said they will order the part and they will call me in a week time to fix the fridge. Last week, I phoned Makro to complain about the lengthy delays from Panaservice. We made arrangement with Panaservice to come today, the 18th June 2019 and when I follow up with them, they promise to call me back and they never do. Everytime I try to call them, they put me on hold and never commit of the date and time to come and replace the broken parts. I tried phoning makro extended warranty department on ********** ( goes to voicemail) and on ********** ( no answer). I would like Makro to take responsibility and ensure that they get a credible and trustworthy service provider who will come and fix the fridge. If they cannot fix the fridge, they need to replace the fridge as that was their promise when they sold me the insurance.