Non adhereance to appliance complaints (Defy Combi Fridge)

I bought a fridge in March and in the ninth month it started doing wonders. The top is as hot as an oven and the bottom cant even open due to the extent to which it freezes.I sent a mail on the 25th of November and Ludfia Pillay advised that someone from the Woodmead branch would get back to me. Its now the 12/12 and no one has got back to me. When I call im put on hold for and hour.This completely unacceptable, how am i supposed to enjoy my holidays with such a fridge.