Complaints Lodged However Zero Feedback

I complained about my cellphone repairs about 5 months ago and have received no feedback from the above mention supplier. I am still sitting with a Blackberry Unit that I am unable to use but I am paying for. The agent Faiek Mohamed was supposed to contact me which he never did. I have now paid in full for a unit that was supposed to be brand new however was a refurbished unit. I am disgusted by the standards and ethics of such a huge franchise and would like someone senior in the company to contact me as I am highly unimpressed with their business ethics. I am sure that there are many other customers that received the very same service from this provider. please assist me.