Refund or Replacement

I have submitted several request to customer support and have yet to receive a phone call or response. I had an item delivered damaged and I submitted a return. It was picked up and confirmed received from Dell and processed. I originally requested a replacement and yet to have receive the item. My account has been charged and now i will have to make payments on something i never received. I want to cancel this item and receive a credit/refund of the cost. Please respond.