No call logged!

I contacted Makro on your ***on 16 Jan to report an appliance not taking water in. Gave all details, & got ref "Sandra", who said it would take 72 hrs for someone to contact me. Yesterday I phoned again, and spoke to Phindile who said my ref was not valid. Reported it again, & got another ref. Today I was instore at Wonderboom and asked if my w/machine had been reported to Bosch. 1st of all there were no salespeople to help, Bosch rep off today. Eventually Kabelo was able to help me. He phoned Bosch, only to find out no call had been logged at all. He then logged a call, & I was given a new ref nr. So, who is 'Sandra' and why wasnt my call logged on Thursday? And Phindile?