No customer service

I bought an item and after using it once it had torn. I contacted homechoice and was given an address to return the item. I returned it by courier with postnet and I have a waybridge reference number. It was delivered to homechoice on 10 March 2019. To date, despite numerous emails I have had no resolution. I have tried calling homechoice many times, sometimes they answer and after explaining the story I am put on hold so they can escalate the problem and my airtime runs out because they take too long. What is wrong with this company? I am so frustrated. I am due to pay my last installment and I have no item to show for my money. Furthermore I'm told the item wasnt received or marked as being received.