Home choice ********** ********

I have been a home choice customer for years until i ordered a gas heater back in july and it wa delivered in August,only to find out that the gas heater was faulty, I returned the heater and asked to be sent a new one and they haven't, i again asked to have the account credited and closed but Candice keeps telling me the matter has been escalated, it has been months of back and forth emails and phone calls between me and Home choice.In the meantime the account is reflecting nefatively on my credit report,Home choice is ruining my credit score