[plop442]

I'm currently in the middle of doing eb with the Galaxy Buds pro. They told me it'll take 7 to 10 business days to investigate; I will contact them on Tuesday to see where the investigation currently is.

[WLT17]

Keep us updated, interested to see what happens. Quite unusual that they said they can't proceed with your claim.
Maybe if you called them and expressed outrage (at the way the situation was handled, not the actual rep), you might be able to get an esclation/have it looked at again a lot faster.
if you look at it this way, it's an insult to injury. Firstly, you can argue about how this has inconvenienced you terribly and how you needed the item urgently (gift, etc.). And now for them to say they can't do anything else to help you, even though it's their own mistake is quite crazy.

Have emailed demanding an escalation. Will update. Way they have dealt with it is strange.