Worst service ever

Wow,the worst service ever. I made a claim for my cellphone, Huawei Nova 9 only to receive an sms and email saying they are replacing it with a Nova 11.I was not given any options to choose from as they say that the Nova 9 is no longer in the market. I sent in an email stating that i do not like or rather want that Nova 11 but up to today i haven't received any feedback or response to that email. I do not know who to talk to to get assistance or who will help me because when you call in they will tell you to hold,it's almost a week now without a phone.