Returned item:bad call center agents

I have been homechoice client for over a decade now. I never expirienced such. They call you every day to make and order. We'll November 4th 2024 I decided to make online order of Tamkot Cooking Bundle for R7499 (urn, deep fryer, multi cooker n blender)and was delivered with in 1 week.Tetsed goods everything works good, few days later I want to cook using multi cooker found out is not longer working , then I logged return. Courier was sent to pick up after with in 72 hrs. All that happened in November, now today is the 21st January 2025, I haven't heard from HC about the returnes item. Everyday I call get new agent they all tell me their story, all will ask "when did u return it? Let me escalate to courier for pick up? OK let me escalate to account department they will call you" till today No1 called. Tries sending emails calling nothing come out. They even have the nerve to call me and tell me make another order while I have outstanding issued to be resolved. All I want is the new item or remove it from my account so I can pay for the 3 items that r working. ***1 this is my order number.