Won't even take my calls anymore

So in November 2011 I handed in a Samsung S6 cellphone for repairs. I was sent a quote which I DID NOT ACCEPT. I queried it and asked that it be adjusted, but did not receive any response. A while later I receive a phone call from a lady telling me that my device is ready for collection. I inform her that I haven't approved the quote. She tells me she is confused and will phone me back in a bit..This lady has not phoned me back.

I sent an email asking for an update on my device..twice..and finally received a response just saying that they can't adjust the quote - (perhaps because they already repaired it even though I did not approve the quote?)

I phoned the store..AGAIN..the lady said she would phone me back..AGAIN... have not heard from THAT lady until today either.

So I phoned..AGAIN! (Note we are ow at the end of JANUARY 2018!) The lady wanted to phone me back but I refused saying that they do not phone back when they promise to do so. She called the manager who briefly spoke to me on the phone and then said he needed to phone me back so that we can speak when his employees and other customers aren't around (Why?)..After telling him that they keep saying that, he gives me his word, and lo and behold he actually does phone back. This was on Thursday 25 January. He tells me that he will have to look into this case as it is a very strange situation. But promises to tell me what is going on before the end of the day..It is now Monday (28 Jan). I phoned again and asked to speak to the manager. Was informed he wasn't in but would phone me back after lunch. Haven't been phoned back. And now when I try to phone I can no longer get through.

Samsung Smart Care in Canal Walk has had my device for 2 months and will not tell me what is going on. I am fuming