Missing phone

In February I purchased a Samsung S10 plus from Incredible connection. In October, the device started freezing. I called up the help desk and went through deep from deleting things to free up dace, to clearing the cache. I was eventually told to take the device to my nearest branch. Branch was Richardsbay. On 25 November I took in the device. The technical team were far from professional and didn't want to check in the device stating that they needed the charger. After speaking to the store manager, I was informed that without the charger it would cause delays but they would check it in and try. I returned to Ceza to fetch the charger. They eventually checked in the device and charger. I called Samsung to verify the charger story ad was informed that this was not the case. Long story short, about a week ago I was called and informed that the device was ready for collection. I informed them that I would fetch it the next week... (Healthcare workers in the middle of COVID)... they called again and I advised that I would come to collect the device in the week. On 15 December I went to the store to fetch my device. To my surprise they now ended the paperwork the device was checked in on. Furthermore, the device could not be found. I had asked for the store manager to call me. To date, no call... device is still dololo...