Broken phone

I have a contract with glocell & I was due for an upgrade which I did but sadly I was given a broken J5 that never worked from day 1. I phoned glocell & they say they going to come and collect on the 30th of October 2017 my reference number GLR001497 up to today they haven't come I've been calling them but a debit goes of my account every month. It's really frustrating