Device Credit

My device credit for my Iphone 15 promax. Ive no less than 9 times regarding this each call ends with " We ran your ticket up for escalation you should be getting a call back within thirty minutes" after 5 minutes I get a text saying the case is closed. I have the tracking number saying you have the device. I am a platinum member "Obviously that means nothing" and have been a mobile customer for a long time. Do I need to call the AG? Consumer affairs?