No ability to replace defective phone!!!

I purchased a new Samsung phone which I need urgently, and it came with a defective charging port. I returned it with all accessories and accidentally left information on it. When I asked them to wipe the sensitive information, no one gets back to me. And then they claimed I have send back missing accessories. No one seems to know how to find the phone which is work R11k and I really need comms! Come on, guys you can do better than this!