VW staff do not know the difference between a main plan and warranty

I'm confused. I have a maintenance plan for my VW T-cross after taking it to VW Soweto several times to report an issue soon after getting a service I was told there are no issues. Finally taking it for a 3rd time I was told the clutch needs to be replaced. I said I had a Maintance plan they said I must pay R19000 upfront because I don't have a warranty. I am shocked that the people who work at VW do not know the difference between a warranty and Maintance plan because my clutch should be covered. They are also telling me to pay R1000 for my car to be released even though I told them I reported issues several times soon after my service. This is the worst treatment I have ever received as a car owner and I have been a loyal VW customer. Maybe I'll switch to BMW. Call me on ***