Bad service from Makro Care

I have a KIC fridge that broke down in March 2020. It is still under warranty. A technician came to my house (good service) and declared the fridge unrepairable, and told me that the fridge will be swapped out under warranty.

We then had the lockdown, and as expected, nothing happened. But: no communication was received at any stage. On 1 June, when we entered into Level 3, I emailed the Makro Care line which sent an automated response promising a reply within 2 days. On 5 June I received a standard email blaming the lockdown for the issue, asking me for more information. I provided them with the job card number (all along). I followed up again on 5 June and again on20 June, but I am not getting any replies, nor do I get service. I do not know who to escalate to inside the Makro organisation, and I am at my wit's end.