Nightmare

I don't know how I can get assisted. My mom bought a phone last year, the phone was return in July last year. My mom received a call from her business to be told that her credit is terminated cause she is listed on itc. My mother don't have a income has been listed for a phone she returned July 2021. When I call I have been told it is still with cancelation department. Call center agents don't allow you to speak to managers for fast tracking they are always in a meeting when you ask for them. Please be careful when you buy from them, the reason for the return the phone received was not the one she ordered. Very frustrating