BAD CUSTOMER SERVICE

It's been more than a month since we reported our issue at our branch. We are paying for a service we do not receive at all. Every time we contact them, they have a complete different story and excuse. So, we have a LG washing machine twin tub, still brand new, suddenly the washing machine doesn't want to pump out (drain) the water. We reported it immediately. We were told to wait for feedback. After 2 weeks we went to the branch to find out what's going on. They told us they are also awaiting feedback. After the third week, we went in again. They said we have to wait 21 days then we will know what to do or what's going to happen. I decided to send head office an email regarding our crisis. I've been sending emails a whole week and still no response from anyone. This is week 5. We are all working. We are 5 adults and have 3 children (2 toddlers and 1 baby), which is a total of 8 people in the house and we couldn't do our washing once. It's really a big problem for us! It is totally unacceptable.