Once again disappointing slow service - no one even knows what the progress is on my device

I dropped my phone off for repairs on 26/04/2022 under a Samsung Care policy but since they did not have stock of my screen they said they would give me a new handset. They only got back to me on 04/05/2022 with the news that they would replace the handset. They said it would take 2 days to deliver. I called on 06/05/2022 to see if it was ready to be collected. The response was that it would take 14 days to APPROVE and that they do not know if its been approved. I was supposed to be called back with an update. I was not called back. I also do not see why it needs to be approved. Either fix my phone, reimburse me, or exhange the phone. Do not delay everything for unnecessary procedures. This is not my first terrible experience with Samsung Care. The reference I was given:***