Lack of service for faulty s6 edge+

Within 2 weeks of getting my new Samsung s6 edge+ upgrade on contract the the fingerprint identification malfunctioned and locked. I forgot the backup code so had to take it into the Samsung branch in gateway. After 1 week of no contact I went into the shop and nothing had been done. I was then asked to provide proof the phone was mine so I referred them to vodacom which were vertially next door for my contract details. Another week later with no contact I call the shop and nothing has been done as they say they haven't received proof of ownership furthermore they tell me I can't pick my phone up as it's in the workshop and I need to wait another week. This has been the worst service I have ever had and am still waiting on Samsung for a solution to this problem.