Still no joy, Escelattion means nothing

After my initial post on 12 Jan 2021, and being escalated for again, I'm still not being helped. Samsung asks for documents, I send the documents ( all the documents, not just the one's they asked for) and then they say my ID document is still outstanding.

I would appreciate a phone call to update me on this matter as clearly the emailing system does not work. I bought the phone in October 2020, It's been 4 Months and if this eventually gets approved it says it will take another 6-8 weeks for delivery.