Bad Service

Hello Peter. After the bad experience I had with Samsung, they called my Mom and tell her to took her phone to Samsung Clearwater. We did that the 09 March, they took the phone and told that it will be booked for inspection/ repairs again, so my Mom told them that she doesn't want it to be repaired she want a new phone hence the phone was still new because she bought it end of November 2021. So since the 09 of March we haven't received anything from Samsung instead when we called them on Wednesday 06 April, they gave us a number to call exchange department. In a case like this what should we do because now my Mom is paying for a phone that she don't have.