Pathetic Service from Samsung Smart Care Century City

I dropped my Samsung A7 phone for a screen repair on Thursday 19th Oct after waiting for 45 mins while there was only 1 consultant (out of 4 counters) working. I accepted the quote and paid an initial fee of R228. I was told that it would take around 5 days for the phone to be repaired. It's been more than a week now. I received a sms from Samsung, which said that I need to confirm/accept the quote. This makes no sense at all, given that (1) I already accepted the quote in the shop, and (2) No quote was subsequently emailed to me. I have been trying to call the Centre on the ********** 151 number, but the phone keeps ringing, and eventually cuts out. It is impossible to follow up on the status of my phone repair job. So frustrating..!!!