always Reschedule return collection

bought a phone last year August and now the phone is not charging, logged a request to return the phone received a reference number but every day I receive a text saying they have rescheduled the collection date for the next day, then the next day I receive another reschedule for collection. I have tried calling and spend over 20 minutes on the call with no consultant to answer the phone. This is so inconvenient for me as I am using the phone for work purposes.