Extremely infuriated

After Refilwe from Edcon customer services called me she made so much promises, I expected things to happen the way she spoke but yet nothing. I am still in possesion of a cellphone that's not mine and that does not work. I'm extremely frustrated as money was wasted I still did not get an offer for a refund or where my cellphone is. It seems like I'm being ignored since I'm still not getting any results. I have waited too long for answers and I am taking matters further.