Terrible customer service when processing refunds

I made a purchase of a cellphone through the online store and I received my demo device, which I was not satisfied with. I then called the head office to get assistance with a possible refund for the device. After waiting for more than an hour for a call back I was told would take 15 minutes, I got a response to a follow up email I had sent. Frankie, the person who assisted me through email then assured me that my refund would be processed and that all I needed to do was take the phone to a store. The initial agreement was that I would take the phone to a store and it would be sent to him overnight and he would process my refund after receiving the phone. I took the phone to the store on Wednesday the 2nd and on Thursday the 3rd I sent a follow up email to find out whether the phone had been received. I was informed that the phone hadn't been received and I had to wait. Friday there was no communication and I decided to wait for communication which I thought I'd receive by the end of business. So today is Monday the 7th and I still haven't heard from Frankie. The worst part is that I sent an email, which was ignored for reasons I would like to know. The cellucity website says Frankie will be of assistance and you can ask anything, which I have found not to be true. I think communication is the most important thing and nothing is as irritating as having to pry for information from someone who knows they should keep you updated. I am upset with service I am getting and I would like to get someone who is customer oriented to help me with my query. I hate having to contact you guys constantly because someone is employed to ensure that queries are resolved. Time is of the essence when it comes to money matters, regardless of the amount!