Horrible TAT and customer service Samsung Extended warranty offices

I logged a query for TV screen damage against my extended warranty in March. It's been a month since collection and Samsung has not assisted. I've had multiple exchanges with an *********** lady by the name of Mary in the offices and she has been inconsistent in her feedback. When she made arrangements to collect my TV she was ever to happy to speak to me. Following this she refused to give me updates saying the information was on my mums name. After weeks she calls me to say she made a mistake and she found my information. My account will be credited in 3 days. It's been a week and nothing has happened nor have i received any feedback here. It's been a month. Can someone resolve this issue and get me my TV back!!!