Samsung "customer escalations desk" is just trying to save face

After my previous review on the recent software update on April 5th, I was contacted by the company on the morning of the 6th, and told that my complaint had been sent to the correct department, and that someone from that department would contact me in regards to my complaint. The person also told me they would be in contact with me throughout the day to make sure I had heard from the correct department. I did not hear from this person again, and was contacted 2 days later, on the afternoon of the 8th. Throughout this time, app updates have been painfully slow, but checking the my network speed told me that my internet speed was exceptionally good, and the storage and running capacity on my phone is nowhere near full. At the time of being contacted on the 8th, I was driving, and thus unable to answer the phone. They did not try to call again at any point, and instead sent this email:

Good Day Mark Rodgers,

We have tried to get in contact with you on (phone number) since 08.04.21 with no success.

Kindly call us on respond to this email with an alternative number to contact you and to get feedback on your claim. The claim will be closed if there is no response but we will provide feedback should you get back to us and Please provide the address that you reside in so we can refer you to the nearest service centre to book the unit in.

Kind Regards

Customer Escalations Desk

Firstly my name is not Mark Rogers. Secondly, the email is worded as though they have tried to contact me multiple times, when they in fact have only attempted to contact me once. The email also implies that the problem is something that needs to be physically fixed, when it in fact has to do with the software update which is easily fixed remotely, which indicates that my review has not properly been looked into, and all that has been noted is that said review was negative. Unimpressed, Samsung.