Sent my phone in October 17th 2019 for diagnostic....

Sent my phone in October 17th 2019 for diagnostic. had a response November 5th and paid for the diagnosed repair. They should have reduced the cost of the repair by the cost of the diagnostic but didn't-still waiting for the refund. I email customer services regularly to find out what is happening with my phone as it is now Jan 10th their last response on 2nd Jan. "Please be aware that diagnostics is non -refundable service" no mention of the phone.
a quote from their review page:
"A great example of this is that we heard your request for more phone lines. In reaction to this, we installed multiple new phone lines and more staff to expand our team so you can get through to our customer service agents quicker! We also took steps to improve our email communication, moving to a brand new email platform which helps is track not only who you ve spoken to, but your order and more!"
they've disconnected their phones so you cannot speak to them at all
do not trust this company with your phone!
they should be prosecuted under the trades description act
04/03/2020 and still no phone, no refund but it is being investigated