Why is the service and why is my exchange not submitted.

Greetings I am Highly upset with how I am being treated as a Loyal puma customer, conserning their service. I have send an Email regarding a Return I made on a shoe I bought. Wearing it 5 times and the shoes material torn by itself and the Tung and stitching came loose.

I have locked in my request on 28 October 2023. And only received a answer to say that my request has not been processed yet on 21 November 2023.If I had not called on 21 November on what grounds was I going to stand on seeing that exchange is only for 60days.After submitting my request on 28 October, below it stated 24/48hours.I have been waiting 23 days and if I did not take charge to contact Puma, where was it going to lead me. I was told by consult on the line where I was redirected to where ever I ended up back and Forth. On this day 24November 2023 this week was busy, kindly explain to me the service since the day of request.