Inept service

I have just upgraded from a S5 to a S6 Edge. I had to reset the phone to factory settings since i wanted my son to use it. When we inserted his sim card the device prompted us to enter a samsung account which we did , but it said we entered the wrong details . I took the phone to samsung in sandton they tried to reset again but they were not successful they referred me to woodmead. I took the phone a week ago , i was told that they will reset to factory setting by phoning samsung the phone will be ready in 3 days i will get a phone call from them to collect. No one bothered to call me to collect , i went there yesterday n my phone was not fixed and they said they will not refund the R200 payment i made last week. The technician said the service consultant and teamleader who assisted me are inexperienced and do not know what they are talking about. To remedy my problem i need to find a Proof of purchase from 2 years ago. This was an upgrade i dont have a POP!! Why was i not called to advise me on this? Is it my problem that the front line people are not trained? Everyone is so uproffessional i have never seen such inept people i will Never buy a samsung again i will stick to Iphone