Maintenance plan or not...

Good day I am so disappointed in VW. I took my car for a problem with the key to VW Fourways as it kept saying the key fob battery is low. There is a small tear in my backseat and I don't know how it happened. As I took a FULL maintenance plan with the car, I asked my service advisor if they could also repair that for me. He said that seats are tricky, but that he would ask and get back to me. To date, I have not heard anything. I called to follow up, but when they put me through to the gent who assisted me on the day, the phone just rang.