Incompent staff

I handed in my cellphone on the 11th October 2022,I forgot my password, I have 3 cellphones cause Im a lawyer,a lady named,Juan Marie,informed me they must sent the phone away cause she can't reset it,she told me it will take 3 to 5 working days depending on the driver.weeks pass,I started phoning in November,3 times a week,a lot of *********** men pick up and just take my details and said they will give Juan marie,a message to phone me back,i almost call everyday,and it was stupid excuses this guys making,they don't even hear me out,I remember guy was so rude he didnt hear me out or ask for a date he spin the story the taxi strike,not even taxi shut down,so the drivers can't drive,really I will never deal with such *********** people again,maybe the judge me on my voice or my looks,and samsung im not gonna leave it here really not any excuse can make up for the people that work there,today is 12th of December,how the hell can they take so long to reset a cellphone,there was a time when they did'nt know where the phone was,im still without a phone,its 2 months,what do you think I must do laugh about the story,the way I feel is that I can just walk into samsung and take a cellphone,believe I got grounds to stand on to do that,for the inconvenience,the lies and ***********,pathetic staff