Purchased a Policy that now can't be found

When we purchased our Nissan Micra in August 2012, we took out an extended warranty plan at the dealership through Standard Bank, who are the people that our car is financed with. The main reason for us taking this out was to cover the vehicle once the manufacturer's warranty has expired. This has now happened. I tried to phone the number on the policy documentation to find out if the plan is active...after holding for 21 minutes, I was told that they can't find the policy that I'm referring to... How is this possible? Seeing that we paid for it and I have the actual documentation in front of me, it means that it should exist...surely! Can someone from Standard Bank or Motorwise please sort this out for me??? Or is the inability to do this just indicative of the service that Standard Bank offers their clients???