Unprofessional

I’m deeply disappointed in the service as of lately, I app**** for an upgrade on my TV, and instead of them installing the new TV and taking the the old TV they just simply dropped the new TV and left me with both TVs, when I called I keep getting a run around from one person to another, and now I am being told I must pay pro rata for a TV that is still sitting in a box. Now when I try getting answers I’m getting nowhere, I have been a loyal customer for a very long time but this is disrespectful and sad