Poor customer service

on the 25 Nov 2017 I bought a Samsung actv D-Wash topload washing machine from Makro Steubens Valley with an extended warranty till November 2022. in Dec 2021 my machine packed up and I continuously queried with Makro, i.e., phone calls, whatsapp messages, email you name it, and they were looking for all the reasons not to assist me and conveniently couldn't find my macro card details on the system. I still continuously and politely followed up with the extended warranty team on ***, still no joy, with all sorts of excuses, not thinking or caring that each call cost me R100 and nobody bothers to call you back when the calls drop. I have been holding on for more than 45 minutes every time I called. Today the 17 January 2023, I'm politely following up again for them to tell me after 40 minutes of holding on that my claim is complicated, and I must call the general manager of extended warranty for further assistance and the call dropped again. i humbly asking for your assistance, I just want my washing machine repaired. thanking you in advance for the assistance. thanks B