Ongoing Issue with Xiaomi Note 13 Pro from N11

I purchased a Xiaomi Note 13 Pro from N11's official store and selected same-day delivery. The product arrived late at night the next day. About a week later, I received a message saying my phone had been cloned. I contacted customer service, and they assured me they would address the issue and resolve it as quickly as possible. However, nearly a month has passed, and the problem remains unresolved. My phone is expected to shut down during the day. Customer service only calls once a week with updates. I specifically chose N11 to avoid issues with counterfeit phones. I request an expedited resolution to this problem.