Paying for something I dont have

I returned a Huawei p10 due to sell direct sending the wrong colour, they agreed to exchange and collected it on the 9th November, since then I haven't heard a word from anyone. The agents don't pick up the phone or answer mails, I have been dealing with Ethne, Roxy and Pierre who all seem to provide the same lackluster service, Roxy dropped the phone twice in my ear after losing patients with my query. Can I get the device that was promised to me as I have been billed for 2 months without making use of the new phone