I need help getting my refund.

I bought a phone last summer with Cricket.   I used Affirm to make monthly payments.   I received the phone and didn't like it.   I never used it.   I  promptly requested a return.   I sent the phone back in the time allocated for a return.   Since then,  every time I call Cricket asking about my refund,  it seems that there are many excuses.   I've been transferred to different departments and sometimes back to the same department that I had already spoken to.  Now,  I'm still paying for this phone through Affirm because they have never contacted by Cricket.   The last time I called Cricket,  I was on the phone with them for 2 and a half hours.   When I was supposed to be transferred to Affirm through Cricket along with the representative from Cricket to clear this up, he was no longer on the call.  This was supposed to be a three way call to confirm the refund.   As of today,  I have paid 296 dollars.  Now do I need to contact the Better Business Bureau and a lawyer.   This is ridiculous.   There are no more excuses.