Motorite giving me a run around

I took the mauntanance plan so that I will have assistance and not suffer inconvenience due to lack of funds but it seems I was lying to myself. Weekend my car had a leak from radiator and battery failing. Monday 23 Sep I took the car to VW and they send documentation confirming problems I was experiencing with the car so to obtain authorization. From Motorite there is no respond, on Thursday 26 I was informed by VW that they were not getting respond and I called waited for 25 minutes to talk to an agent, I was told my claim is handled by Thabo surname withheld. The lady checked with Thabo of he received all documentation needed and I was told he did and he was busy with it.

The whole day was gone and Friday still no response and the VW not cannot do anything but to ask me to take my car back. A maintance plan covers all those components that are failing on my car but I am not getting assistance. My claim ref T203928. My just exhausted worst on a phone is a mission to talk to agents they don't even respect your time they even ignore emails. Kindly assist