How long does it take to escalate and resolve a query????!!!!

After a few meaningless calls, each time informing me that my query has been escalated; I received a call last Friday connecting me to a third party. Once again having to explain my entire situation all over again, the third party agent took down my contact details to once again escalate. Can someone please tell me who are you escalating this to and why does it take so long??????? Furthermore, your Samsung agent called me back after speaking to the third party agent to advise that Samsung can no longer assist me and she expressed the point of her closing the call from her side. Really???? Seems like closing the call is far more important than customer satisfaction. It has been almost a month now and I have still not resolved my query!!