BT Games Customer Service Clearwater Mall

On the 01/10/2021 I purchased a second-hand copy Call of Duty Black Ops Cold War from BT Games Clearwater Mall. From the time of purchase until Saturday evening I had issues with the game with regards to installation; the disk data had loaded perfectly onto my console (which is the base of the game). The issue arised when the updates for the rest of the installation (which included the campaign, multiplayer and zombies) would not complete the installation, the update is needed in order to play the game. I had enough storage space on my console and no problems with my ISP with regards to downloading the updates. I returned the game back to Daniel who is a sales rep at BT Games Clearwater Mall for a refund on 03/10/2021; he stated that the game had to be tested before a refund could be processed, furthermore, he would contact me the following day when the game had been sent through for testing. 04/10/202, I was awaiting a call from Daniel and he had not contacted me during the morning. I decided to contact him for the update on the game, the game had not been sent for testing as the regional manager was not in that day and the game would be sent through for testing the following day and an update would be given. On the 06/10/2021, I called BT Games Clearwater Mall as I was supposed to be given an update on 05/10/2021. I spoke with the sales rep and he stated that the game was still in for testing. I was unsatisfied with the customer service and proceeded to call BT Games complaints department on 07/10/2021 as I was frustrated as to how long the testing was taking with regards to the game. I told the complaints department what my issue is with regards to the installation of the game. I got into contact with Mr Steven Moore who is in charge of dealing with refunds; I stated the issue I had with game and he said he would have a look into the matter and provide me an update. Later that day I was contacted by Leon who is the regional manager for BT games said that the testing would be done by 08/10/2021. On 08/10/2021, I was awaiting a call from BT Games in morning and I decided to call back the complaints department in the afternoon. I was then asked did I have enough storage? Had I cleared my game caches? After that I was told that Mr Steven Moore would contact me, I called the complaints department again and was not able to reach anyone as BT Games Head Office closed at 15:00. I called BT Games Clearwater Mall asking them for my refund as I was extremely frustrated with the entire process. Throughout this refund process, they profuseably tried to pin the entire issue on user error as to why the game was not working and according to them there was no issue with the game. It is saddening to see the treatment I am receiving from a company that I have been purchasing games from for the past 12 years. I would advise anyone who is considering on buying a second-hand game from BT games not to make the purchase as you will not get your money back.