bad after sales service

if i had the option to give a no star i would. I have x2 cellphone contracts with these people My Samsung Galaxy A05 which is about a year old has now gone faulty for the second time. first it didnt want to charge but that eventually resloved itsedlf because intellicell took their time to respond regarding my query. Now touch on the phone is not working. I sent a whatapp with videos and pictures 3 days ago and was advised its excalated to the technical team and i would be contacted in 24 hours. Today 3 days later i am asked for pictures and videos again. what happened to the first "escalation" and no one can give you answers. this company is useless