Samsung Poor Service & Does not honor their promotions Samsung.com

I have been calling Samsung for over 2 weeks, since 9/30/16 to replace my sim card that was not delivered to my home by FedEx. FedEx stated that they left my package on the sidewalk in front of my apartment doorway. How stupid was that to leave a package unattained for anyone to take it. Now Samsung claims they are replacing my items, but have not responded to me since 9/30/16. Every time I call them they tell me that my case is in the escalations department and they can only notate the account, they have no way to contact the escalations department via telephone or email. 

They have been giving me the run around for weeks with the same excuse and stating that the escalations department will contact me, but they still have not. To this day I have not received any correspondence from Samsung on my products. I think this is bad business for the customers.  Is this false advertisement or what?????? Why isn’t someone being held responsible for the lost package?????