I need answers

Yesterday (13 May 2020) i took my car for service at VW Rustenburg at 08:30 am. At 2pm i was told they could not open the samp to release the oil. They have wasted my time (took a day off) and resources (petrol) for the day. The car was not serviced. Is it possible that a service station can not help with this kind of service? Now i have surpassed 90000km, i am sitting at 91141km.