Bad service

I wish to be refunded as I did not receive services as I had requested at Pepcell keywest. I asked the lady for Samsung Ao6 she gave me Samsung Ao5 I told her I don't want that phone she said she cannot refund me this was on 5 November 2024 today it's 13th I call in the team leader said I am causing drama. Sent emails to Pep and Foneyam as I was purchasing the phone using Foneyam so far no response. I wish to be contacted by Regional manager for a refund please