Poor service

I've got a vw polo 2019 vivo..my car radio just went in to safe mode so I've called vw and they can't assist but should try a dealer but when we call the dealers they charging us 475rand just to give me a code ?why didn't they put in the book?and vwsa said they shouldn't charge us for a code it free bmw kia don't charge only vw dealership.pooor poor service.