Terrible service

Terrible service. I purchased a cellphone that would not take fingerprints and so I took it to a cellphone store who advised that its either second hand or the sensor is broken. I immediately informed dunns an requested the pick up the item and refund me. In the second week they still deducted money from my payflex account and it is now the 4th week and they have still not collected the item and processed my refund.