VW Soweto and VW SA - Maintenance Plan and Warranty

I have experienced a terrible service from VW Soweto or VW SA at large, they sold me VW easy drive maintenance plan and I have three years warranty on my vehicle. My vehicle has a problem with a clutch plate and now they are refusing to fix my vehicle, they are saying it is reckless driving and which it was never explained to me when buying a car. the service is so pathetic, i was even shouted by the female lady on the call