Terrible Service and turn around time

Absolutely terrible service, my online device got delivered and 20 minutes later when i opened the package and tried to switch the phone on the screen is black and blank, even tried charging it, now that i have requested that they pick the device up and replace it the same day i received it, i am told my account will still be debited. Debited for what exactly when the sim card is still sealed and the phone never came on at all, they quick to deliver a new contract device but to pick up a non-functional device its now 7-14 days and then I need to wait till they cancel it on their side.