So so disappointing

I bought a refurbished iPhone11 at American swiss Mall @Carnival on the 03 September 2024 . On the 19th same month the phone stopped working for no reason. I went there the following day 20 September told the lady that was assisting me about my problem , she checked the phone to make sure and told me that it will be booked for checkups. Even today they haven't communicated with me, she said I should wait for 2 to 3 weeks and that has already passed . I even attempted to call them myself asking what's taking so long, they only rep**** saying they'll give me feed back . Even today I'm still waiting for a phone that I have bought but not using it. I'm really disappointed, why don't they atleast communicate, seems like I'm just bothering them whenever I call. Rather exchange or refund it back if that's the case.