Charge 5 stuck in a yellow/green screen

[Charge5-]

Less than one week into use the Charge 5 - the screen all of the sudden got stuck in a yellow/green screen and has been stuck there for the past 3 days. 

Called customer service - they asked me to switch the clock face through the app. I did that but it did not resolve the issue. Rep told me he needed to push this to the higher support level but have not heard back yet. That was 2-3 days ago. I still have not heard anything.

Fitbit also told me that they do not accept returns if purchased from a retailer. 

Tried to upload a photo of the issue but the link does not work.

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Charge5-.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and appreciate your efforts to provide a photo. Since you already have a case with our Support team, please continue the communication with them as they have already all the details and special tools to continue assisting you. Due to the high volume contacts, there might be a delay on their reply, your patience and understanding is appreciated. 

Regarding your concern, Fitbit has a 45-day return policy, so anything purchased directly from Fitbit can be returned for a refund for any reason within 45 days of shipment. If you've purchased from a retailer, you'll need to return your product directly to the retailer, following their return process. This is generally printed on your receipt, though you can also find it on the retailer's website. Note that we're unable to influence retailer policies. I appreciate your understanding and look forward to getting you back on track.

See you around.

[Charge5-]

Thanks. 

Still waiting to hear back from customer service on this issue.

[LiliyaFitbit]

Thank you for the update, @Charge5-.

I am sorry for any inconvenience. I've sent this information to our Support team and they should be contacting you soon. I appreciate your patience and understanding. 

Have a good day.