NOT FETCHING A DEVICE WHEN IT WAS STILL RETURNABLE!!!!!!!!!!!!!!!!!!!!!!!!!

I have been trying for a whole week to send a device back to you that was supp**** with the upgrade!!!!!!!!!!!!!!! Still till now this device has not been fetch and hours later still not sorted out. My husband had to sit and wait for someone to book it 46min??????????????? For a network provider, your service is horrible