Pathetic service,after service and client service

After having problems with a brand new phone they told me that they will cancel our contract instead of giving us a new phone, we were told to go to the store to purchase this new phone only to find the cancellation has hurt our credit score and approaching them they say it's not them and the usual runaround. Then we were told we would get money back between 5-7 working days and on the 8th day still no payment obtained. Very pathetic practice and services from the countries leading cellular network.