SAMSUNG ONLINE POOR OR NO SERVICE

I upgraded my phone to a Samsung note 20 Ultra in November 2020. As part of their rewards program Samsung issued me with a R1000 voucher to use on their online store. I purchased a protective case to the value of R999. I was sent the incorrect item and escalated the issue using their live chat with a person named Trecia. She facilitated a return and told me that when they pickup the incorrect item they will deliver the correct one. The courier picked up the item more than a month ago and the order status online has been marked as returned. Despite numerous live chats as well as emails, Samsung cannot tell me whether they are going to send the correct item or issue a new voucher. Terruble service from Samsung. I have been a Samsung user for years nit inly with mobile phones but household items as well. Very poor service