RMA logistics problem

For a very long time, they sent a disk via PMA, but after sending the WD, he indicated the wrong recipient address.
I reported a problem to the support service, and for more than a month (30 days!) They have not been able to answer me anything. The main response is “We have sent a request to a higher unit.”
The total time I handed over the replacement disc was 4 months ago!
Country Russia.
The processes for replacing PMA are working very poorly, please help solve the problem.
P.S. sorry for the automatic translation