Bad customer service

I bought a iphone XR in August then it started to give me problems with the speaker. I then booked it in for repairs, on the 21-02-2025 it was collected.

On the 26-02-2025 I got the email that my phone can't be fixed because I was supposed to remove the icloud . I have been waiting for them to bring the phone back, its the 06-03-2025 now. I have never experienced a bad service like this. Bring back my phone I will see where I can take it to be repaired. I tried their whatsapp , customer service line and email, no one is willing to help. Being put on hold for 20 minutes and no answers.