have apple care made a claim 7 days pass and still no phone csll or email stating stating they have my repacement iphone

I’ve called customer support because I need his phone its Business iPhone there are supposed to replace the whole iPhone13 pro now a week has gone by and still nothing customer care doesn’t know where it is and it’s starting to get frustrating . I used to like apples customer service but now I’m having second thoughts. This is ridiculous. You know they have other iPhones that are exactly like mine, but maybe a different colour and they won’t do it and it’s their fault for taking so long