BT games Mall of Africa

Took my Xbox one in for repairs about a month ago. I was told that the hard drive needs to be replaced, gave them a go ahead to repair the console. I then asked for a breakdown of the costs on the quotation and was told that the breakdown will be on the invoice that I will get upon collection of the console. However, that was not the case, I still do not know how much was the labour and how much was the hard drive. The console still had the same problem, did not finish downloading any game. I sent it back and it's been two weeks now and have not heard anything from BT games. They cannot treat a return job like a first time repair, particularly when it's their own incompetency. I dropped off the console on a Friday and received a call on a monday and told that the console is ready which was a mistake and after calling the shop, I was told that someone will get back to me which I am still waiting for.