15 days to be told I did not follow procedure

I reported my washing machine DD motor as faulty on 12 Nov. I told Shaun K clearly that I had a technician out called K from company X in Howick who assessed the error. I also stated that I had already paid someone and would not want to pay again. He logged the call, ref ***. I followed up with the service agent , IRStronics, yesterday on the status and advised the call was cancelled as they first need to assess and they will then open the call with LG. My frustration is why did Shaun not tell me on 12 Nov I did not follow procedure. And secondly why did no one inform me the call has been cancelled. 15 days Down the line and a machine is still not working due to poor communication from LG as well as the alleged service agent.