Handed over for returned goods

I have sent a review before and was promised a call. No call was made. I get a call today that I was handed over to ITC on the 18th of October! This whole time I have been in and out of the Avon call centre asking about my query. How am I handed over when I returned your products? My sales manager REFUSED to return my box in AUGUST saying Avon does not take returns. Just 2 weeks ago I called into the von call centre and my query was aparrently escalated. Why I am being called by ITC close to 7 weeks after being "handed over" I am furious with the lack of accountability at Avon from every so called manager in there