Hisense Repair and Credit

After months of struggling, I finally managed to get a service agent out to inspect my faulty unit. They arrived on 20 November 2021 attempted to repair the unit on-site but with no success. Requested that the unit be taken to the service center in Milnerton which I agreed. I received an update via SMS that it's been marked as canceled resulting in me contacting Hisense but the status meant the unit could not be repaired and I need to return the unit to the store for a credit.

08 December 2021 I've called the service center several times nobody knows where my TV is currently and when it will be returned, I can't log a credit without the physical TV being returned to the store.

Please could somebody assist me? Thanks