Poor Service

I brought a washing machine at Bears Furniture store in Krugersdorp beginning of 17th of October washing machine was delivered successfully however when we connected the washing machine to start using it water coming from the pipe into washing machine wasnt pouring instead the water was coming out from the detergent dispenser i then called Bears to let them know what has happened to their new washing machine each time i called i spoke to different people and i was not getting a straight forward answer and a solution however when i had signed the contract there was an additional insurance fee for any faults that might occur it stated that if the washing machine is faulty in anyway I should call the store and they will send an mechanic to my location to assess the washing machine or come and collect to my surprise till this day i am stuck with a new washing machine that is not working and yet Bears Krugersdorp is doing nothing about this instead of them calling me i have to remind them time and time again but come month end they are going to deduct their installment of which i feel its unfair for me to be paying for something that is not even working i am not happy with Bears Krugersdorp the service i recieved regarding all this.