Disgusting!

My mom, a pensioner, has been struggling with MRP Mobilr for MONTHS!! They asked if she would be keen to upgrade a couple of months ago. Conditions were that if she didn't like the phone, she could send it back within 7 days and not be charged, it disnt matter if it was opened as long as it was still in perfect working condition and all parts were still with it. The phone was terrible and she asked to send it back within this time period. They took weeks to collect the phone, which technically was NOT her fault! After months of back and fourth and fighting and arguing, they claim that these were not the terms agreed to, they refuse to listen to the recorded conversation AND they took off the handling fee as well as the monthly fee for a device she doesn't have! This is shocking, disgusting and very frustrating! Best you get it sorted out ASAP before further action is taken!