Bad customer service

Last year april i cancelled a contract i took with fonechoice because of the fault and false promise that came with a phone ; the contract was cancelled within 14days home approval .since then ive been waiting to get my refund and whats annoying more is that they keep on debiting on my account for the useless phone i returned to them. When I querry it I'm told they are waiting for some corrier guys to come and fetch the power bank of which i still dont know why it was sent everytime i fone they say it will be collected within 10 working day Hellowwww its almost one year ?? Can someone kindly speed up this querry for me im loosing patience very fast.