VW good sales services, that ‘a where it STOPS

My Passat 2018 door handle is breaking up getting worse every day. Looks like there is a hairline crack causing this. The car is still under a maintenance plan so have never done any work on the door besides when VW Barrons in Cape Town has to work on the speak. They are not willing to repair this under the maintenance plan. They referred this to VW South Africa who have declined the repair without giving us a reason. We have had to follow up for over week with them on a daily basis to find out why? They never phone you back even after saying they would. Friday 19.02.2020 we were informed the reason is unclear. Absolutely shocking bad service from both Barrons and VW South Africa. Unlike the good service when we got when we purchased the car.