Poor service delivery on extended warranty and no accountability

I have a Defy 13kg White Top Loader Washing Machine which I took out in August 2016. I took ownership last month and requested that they keep the extended warranty on the same email (Email to Vuyo Ndamse was sent on the 17th of September 2019).

Today the washing machine becomes faulty and when I log a call to have it repaired I am told the extended warranty was cancelled by Vuyo Ndamse even though I still paid the full rental amount and requested in the same email that the extended warranty continue. I am told it will take a week for the warranty to come into effect and another 3 business days for the repair/replacement to take place. This is unacceptable. I want this looked at today, I did not make the mistake. I did what was expected of me and I expect the same from Teljoy. I am not waiting a week, if it cannot be looked at this week then I will be cancelling all my other products with Teljoy. You are not the only company in this business.

I was told a customer care consultant would call me in an hour and it has been two since I was told this.