Mechanical Plan

Hi I recently had a poor experience with motor plan direct , I’ve been with them for a few months now and I’ve never skipped any payment, what really frustrates me is the fact that I have a mechanical service plan with them however I did made contact with last month or the month before I was waiting in the queue almost an half an hour an it almost took all my airtime waiting for a consultant, so eventually someone picked I can’t remember the name , I told her I want to put a claim through with regards my car is leaking water and it’s over heating , she told me I’m not registered with them that was so shocking for me i politely asked her to speak her superior or anyone in a higher position and she said the lady is busy and she took my number and up until today no one contacted me , I’m really disappointed in how things was handled and the fact that no one came back to me , I took this plan for my convenience. Can you kindly assist me in this matter as I’m not happy with your service. Yaseen ***