Bad customer service

19 January I bought a phone at American Swiss in govern Mbeki port elizabeth on account.the phone had a 7 day warranty phone gave me problems on the 3rd day it was heating up so I returned it to the store I was told I should wait and they will call me in 3 days and they didn't do that. Went to the store asked them to rather credit my account because I didn't want the phone anymore since I got no feed back from them, kept going to the store to ask about the phone store then had no manager or area manager I could speak to as they refused me access to that February 15th i went to them and they said i will either be refund or let me take another phone. When I got there now it's a different story that my phone has no problem. Therefore it can not be fixed .why then was it with them for almost a month now I have an account I must pay yet my phone was never fixed and still no communication please advise how does one handle such situation