Incompetant

I was phone into VW call center advising them that I am currently having problems with my repayment and the repayments are high. They advise me that they have a VW contract extension department and a service consultant from that department will call me. It has been more that 48hours and I did not receive a call as yet. When I called them today (25/08/2015) a service consultant puts me through the contract extension department, when the gentle answered the phone he tells me they don't have this anymore. It has been stop for a month now but I been trying to get a contract extension for more than a month and no one advise there is no contract extension in the coming months and no one help to get a contract extension when the facility was available. I was under the impression a service will call to extend the contract. I have been advised that. I think I deserve the restructure of my car package. I don't want to go under debt review. My accounts are all currently up to date. My vehicle finance is also up to date. Just require them to increase payment terms as promised. Please help.