WARRANTY PLAN SOLD - NOT FOUND

My husband purchased a 2007 vehicle and purchased a Warranty, due to the age of the vehicle. We paid for this seperately. I did all the email correspondance and I have proof of payment and that Nadine stated that she loaded the product on his account. I have asked countless times for documentation on this warranty, but to no avail. Now that my husband wants to claim, no one can find it on the system. They have paperwork that the warranty was sold - but we stil have not paperwork or process to claim. The vehicle is standing, due to a fault on the turbo. My husband spoke to 7 different people and NO ONE CAN HELP. Please help...