Poor Service

I bought a washing machine on November 2021 from Lewis Stores. First week of January 2022 it stopped washing. I called the line on the contract I signed and was advised a query has been lodged and agent will come and assess. 2 days later I called the Head Office to enquire and was advised no query had been lodged and that she will logg it. It's been 3 days now and no one has called me. I'm still without a washing machine. How I can call a call centre but twice but none of them logg the query