Poor customer service

On the 23rd of June 2020 I took a pre owned warranty and gap cover, my problem is that I have took my car to Mercedes benz and they can't do anything on the car because apparently my policy is not active, I called Mfc customer service at 09:30 this morning and I spoke to Katlego and he said he will find out what's going on and get back to me, but he hasn't. I'm so disappointed and frustrated by the inconvenience. When I took out the policy I was told that it will be activated immediately