Shocking Service from Mastercare

I purchased a Candy washing machine on October 30th 2020, I moved to my new place in late November and only used the washing machine for the first time in December 2020, in April 2021, the machine started making a horrible noise and smoke was coming out of the top, I called the store where I purchased the machine as it has a 3year warranty, they advised me to call Mastercare the service provider, which I duly did, they eventually sent a technician out he didn't even open the machine to look at it, he just informed that it was the motor and it would also need a whole new system, this take max 2 to 3 days. I waited a week and heard nothing. When I called them back I was told they were waiting for parts bit had no ETA on said parts, but would follow up. Once again I had to call as no one called me. After numerous calls from my side and being told the same story but they would follow up and check with the manager who never wanted to speak to me, I eventually told them that I could wait no longer and that they should replace the machine, within a couple of days they arrived to collect the broken appliance, when I enquired when they would replace it they could not tell me I was informed that they are just the drivers. I then called Mastercare back only to be told the job was closed on their side and I should contact the store, the sales assistant from the store (Masons in Benoni) Mark, has been extremely helpful and professional, he said that he would call them and follow up. He did and called back immediately to say that they would contact me as they could not get hold of the manager as he was in back to back meetings. No one called. I then sent mails again copying all in no one responded directly to me, there just a few questions between the various parties and a comment saying a credit would be processed with no further explanation, but they enquired when the appliance would be returned??? I then informed them that their own people had already collected it 3 weeks prior to this. It now 3months and I have had no joy, I have demanded that they refund me into my account and send proof of payment to which once again I have had no response. I am truly disgusted in the lack of service by both Mastercare and Candy South Africa