Terrible service

I was due for an upgrade in Feb, I called and got an upgrade. It took them 3 weeks to deliver the phone after way too many calls I had made. When I receieved the phone, I turned it on and it was extremely hot within minutes, I only tested out the camera and the battery dropped from 40% to 32% in that short time. I put the phone back in the box and called them the next morning to get it sent back and change the upgrade I had done to another one, they told me 3-5 working days it will be picked up and only once picked up I can upgrade to a different one. It has been a week and today when I called them, they tell me there was an issue with the address, but how can you have an issue with the address when that's where the phone was delivered. I now have to wait another week for them to pick it up.