Worst response to return queries

Countless phone calls and attempts, wasting my airtime to trying and follow up on a giant error made by your collection system and I am still without a response despite several emails and not even call backs from customer care after 2 call drops where the agents knew who i was and the reference numbers. My return is sitting in your warehouse and on the tracking system it looks like i still have it. I now have paid for something that i dont have ????