Waste of time talking to call centre

In Dec 19, I got the Samsung A50 and I was so excited. On the 22nd June 2020 I returned it to waterfall Mall as it froze and stopped working. It didn't want to switch back on. I received messages from Telkom saying that the phone was booked in for repairs and I should call in if I have any questions. I called in to the Waterfall Mall number but it took me to the call centre which is not able to assist me. I spent 45min of my time on a call which was fruitless Veronica was not helpful at all, I still don't know where my device is. I received a call last week from someone at Samsung who asked if I had received my phone and I said no. She said that Telkom would call me for collection. I just want to know the status of my phone. I don't want to waste my time driving to the mall and not getting my device back. Can someone just tell me the whereabouts of my phone.