Waiting for an item but being charded already

I ordered a cast iron cookware set and when I received the items the roaster was broken, I contacted Homechoice to collect the broken roaster which took ages for them to do so. I called numerous times querying when I should be receiving the roaster however that is yet to happen. I received a call this morning from a rude consultant asking when I'm going to start making payments or a payment arrangement however whilst I was talking she dropped the call in my ear. I would like the account to be cleared and to start from 0 once I receive the roaster.