Samsung claim not realising

We have an issue with a claim and have been trying to sort it out since last year September. I have phoned on numerous occasions, dated 23/09/2020, 01/10/2020, 02/11/2020, 08/01/2021, 12/01/2021, 13/01/2021, 18/01/2021, 20/01/2020. On the 18th of January, the case has been escalated, but I didn't hear back from them in the estimated 48 hours, Wednesday the 20th of January I wanted to speak to the consultant that escalated the case, I waited another two days for him to get back to me, and I still haven't received any feedback.