Washing machine not fixed after call logged and confirmed

When I bought a washing machine from Makro centurion I was offered extended warranty... and I bought it. On 2 June 2020 a logged a service call and I was advised that my warranty is above 2 years Samsung one and it’s 7 years and am still covered. I was gives a reference number and advised that I will be called back. My calls on 8 June 2020 were all not answered I only went through today 9 June 2020 . When I enquirer why my service call has not been auctioned I was told that am out of warranty. It’s not 7 years but 5 years, I was misinformed. My call was cancelled before I could finish ... I had to make 3 calls and was finally told that the person that logged my service call made a mistake........ no call was received, neither an apology. I could have made other plans with sumsung and my time was wasted. Makro made me take their extended warranty but when it was time to assist I was **** to and treated badly. Why would one person log a call and promise to assist and never comeback to me when things have changed. I was promised that my machine will be fixed but it was never fixed and no one called to explain..... worse I get bad treatment when I call.