The warranty team is a sham

I called almost a month ago to claim on my extended warranty because my washing machine wasnt draining. It took almost a week to get someone out to look at it. He said we need to change the drain pump. It has been 3 weeks and no one has gotten back to me. Everytime I call I get told someone will can me back but no one has called me in 3 weeks. How long does it take to get one drain pump? And why can no one call back or give feedback. I really just want my money back. I called the call center and I am hoping that at least the complaints team calls back.