RMA next step advice


I’ve came here after having difficulties with my recent RMA I opened 5th December 2020. I sent it and they received it 2 days after I posted it on the 9th. It has since been sat on Received / Processing up until now with no progress.

I contacted them in the ticket system asking if they could update me and they mentioned the UK borders closing, that has long passed now.

Someone got back to me after I chased again on the 22nd December. They replied on the 31st saying they would escalate this if I could send proof I sent the HDD. I sent this over right away and as of the 10th Jan, no update.

Should my next step be to call them? I feel nothing has been done / they may have just lost my HDD

Any advice is very welcome.