Lost phone at Samsung repair center and no replacement for over 5 months

On June 11, 2020, I took my Galaxy S10+ for warranty claim to the Samsung repair store center at The Grove Mall as the charge port had burnt out (Ref ***). Only to be informed two weeks later that my phone has been ****** at the store. The store had provided replacement phones for all that were affected, I however could not accept the replacement phone (Note 10 Lite) because is a lower spec and lower built quality phone in comparison to Galaxy S10+. I raised a dispute with Samsung Mobile head-office, Voice of customer was registered with Thabang (VOC ***), which was later approved for an exchange. Keke from the Exchange dept called me mid October to say they will issue a gray S20 as they no longer have stock of S10. To my shock, I had not received the promised phone. Keke called again end of October to say they also ran out of stock on the gray S20 and she will then invoice and dispatch a blue S20 to me, which I have not received to date and it has all gone quite. It has been long and frustrating 5 months (and counting) since I had given my phone to Samsung, it seems Samsung doesn't take this matter seriously let alone caring about their customers. I have been frustrated for too long and lost more on airtime trying to follow up on the case with their call center, for the past 5 months without a concrete answer.