bad service

My husband owned a Note5. A few weeks ago while he was sailing for work, his phone was charging for 1 hour before it overheated and melted the charging cable. It went back on but the battery died shortly after and the phone hasn't been able to go on since then. When he got back to Cape Town, we went into the Samsung Care Center in Century City. They advised us that it is most likely the motherboard that had burnt out and that a damage report would cost R399, or we could go to the Samsung store and get a quote, which we then did. Insurance later specified that they require a damage report. On Tuesday 13 March 2018, I went into the Care Centre to get a damage report. I paid the R399. Alfred filled out the pre-registration form and Deen processed the payment. They said it would take 1-2 days. We waited a week and never received the report. On Monday 18 March 2018 my husband and I went back to the Care Center where we were, once again, helped by Deen. The phone had been at the Centre for that whole week and nothing had been done to it because they apparently didn't know what needed to be done and not a single person thought to contact us. Deen assured us that we would receive the damage report within two days. He also gave us his contact number as we stated that the Care Center's number was not working. On Wednesday 21 March 2018 my husband received a quote for repairs on the phone, which is not at all what we requested and paid for. He responded to the email (sent by Alcardo Theunis) saying that we needed a damage report, not a quote. We sent the quote through to insurance but they will not accept it as they want to know what exactly is wrong with the phone before processing the claim. Yesterday, I phone the Samsung call center and they gave me a number for the Samsung Care Center which is constantly engaged. I had tried to call them for more than an hour. I phoned the call center again and they gave me a different number which says "Call Failed" when I dial it. I phoned the call center again to complain. The guy who helped me couldn't find the phone on the system. He gave me an email address for bookings and said that the recipient works in direct contact with the Care Center. As I was about to send an email yesterday, Deen called me and apologised for the confusion with the quote/damage report. He assured me that they were working on the damage report and that we can expect by the end of day. We're still waiting... I've emailed bookings and I'm still waiting on a response. I phoned the call center again and they informed me that bookings will take 24-48 hours to respond! What kind of putrid turnover time is that?? This has been going on for almost 3 weeks and our turn around time to claim from insurance is running out. I need someone who can respond to me and HELP me IMMEDIATELY!!