Passing off refurbished phones as new phones!

I am extremely frustrated with the lack of customer service from Neotel. I went into the walk-in centre on 1/4/15 to report my faulty device. I requested a new device to test if it would give the same crackly speaker problem. Amanda gave me what I thought was a new phone, but I later realised that it was a 2nd-hand phone. I called in on 2/4/15 to speak to Amanda and left a msg for her to call me back, to date she has not returned my phone call. I reported this on Hello Peter a week ago, still no response from customer services. I phoned in again today (***) and was told that I was given a refurbished phone because Neotel is out of stock on my device and Trey said he was not sure when Neotel would be receiving stock. Neotel is not doing me a favour, I am paying for a service. I am not paying a 2nd-hand price for my contract either! So someone from Neotel needs to contact me asap to resolve this, and provide me with an equivalent NEW device. This is for business purposes and if this does not get resolved asap I will have to move my contract to a different service provider with a competent customer service team.