Samsung A53 factory fault + Telkom Incompetence

I've had the sumsang A53 for less than a year and it suddenly stopped working, Because its still on warranty, I took it back to Telkom on 22/03. On 27/03 my husband got a call saying that I need to choose another phone to replace this one. He asked the caller to call back when he's home so that I can get more details. Since that day, they never called. On 30/03 I went to Telkom Corkwood mall Uitenhage, where I received horrible service and a manager said they are sending a request for me to get a callback. I haven't received that call. Today I am stuck without a phone and I'm paying for a service and a product that I do not have. I guess this should be a Telkom complaint but since I know Telkom does not care about servicing their clients, I'm hoping Samsung will care since its actually your product that has failed