Exchange taks more than 1 month

I have been waiting for 4 weeks for the exchange of my Samsung Flip 5. There has been no communication from FX Cellular's side as to status of this exchange. At first, the 3-month-old phone was not going to be fixed as there was 'additional damage' on the phone. This is absurd. Now I am paying a hefty premium with MTN for a phone I have not been in possession of for over a month. No one at the store, besides Jeanette, also seems to know about this case.