Samsung complaint: Failure to Return Earbuds

This is my second filed complaint against Samsung. The whole process started on or about December 9, 2021 when I contacted Samsung concerning my Buds Pro irritating my ears. I was given instructions to send in my earbuds to Samsung using the packaging they provided as well as the any doctor’s notes and the purchase receipt for the ear buds. I followed their instructions and sent in my earbuds as instructed and I have yet to hear from them.
I’ve made 6 attempts to find out where in the process my claim is at only to be told, It’s a corporate issue and we (customer support) aren’t in direxr contact with them. When I ask them how they contact corporate they say it’s strictly via email. When I ask for that email address I am told, That I not possible. The question is how does a regular person get back his property from a large corporation like Samsung?
I check my emails everyday in the hopes someone at Samsung will touch base with me, but I have been disappointed for the last 2 months.