Turnaround time

I brought my tv in for repairs on 9/08/2015, i received two messages since then. I called the store yesterday evening to be advised that your store owes me a credit note. I called the store manager today to then be advised to your store does not owe me a credit note but actually the tv will be repaired. Why must i call to follow up to on this matter? What is your service level agreement i.e your turnaround time? So when will my appliance be ready? Sometime this month or next year? This is appalling for your brand and your branch, will this matter be resolved this week maybe? I require a written explanation on your letterhead why this is was communicated to me before i called yesterday as well as why i am being advised differently from two staff members working in the same branch? I also logged a complaint on your website, what is the turnaround time to revert to me? How many complaints are logged onto your website before someone contacts me, how many complaints do you receive via your website?<br>