Faulty Samsung UA65KS9500 installed by Samsung Signature

I bought a Samsung UA65KS9500 on the 26/11/2016, this TV was installed by Samsung Signature which results in a 5 Year Warranty, I have emails from Samsung ZA signature confirming this.

The TV now has a faulty remote button and the audio is no longer clear, rattling coming from speaker.

I contacted on April 1 2020 sending them the purchase invoice, Phiwayinkosi Qwabe mailed me on April 6 2020 saying that a technician would be sent out after the lock down, this was not done.

I contacted Samsung support on July 8 2020 and spoke to Tiisetso, he advised that I would have to pay a call out fee, I then explained the 5 Year Warranty to him, he then took approximately 30min to check something and then booked the repair Ref No ***.

I was called by TM Electronics this morning to arrange a repair and they are asking for me to pay a call out fee again, I have sent invoice for the third time with no booking made yet.

This is become a painful experience and they haven't even booked my faulty product in yet.