Bad service

We ordered a Samsung Watch trough FNB in December 2019. We finally received the item after their courier messed up the delivery address 4 times. After about a week of use we reported a problem on the watch because it keeps on disconnecting from the phone. FNB told us to take it in to a Samsung repair shop and so we did. Samsung informed us that the specific item has that problem. We then contacted FNB again to inform them that we want to cancel this order and that we do not want the item anymore and will rather go for a different brand and model. This was in the 2nd week of December 2019. They told us that they will collect the watch from us and cancel the order. We collected the item from Samsung on 4 January 2020. They collected the item on 7 January 2020. they also took the debit order for the item after we cancelled the order. Its now 3 March 2020 and the issue is still not resolved. They keep on taking the debit order and we don't even have the item anymore. Communication with them is a nightmare and they keep on saying they are busy with it. The lack of response from them is terrible and this is not the kind of service you expect from them. They clearly do not stand by their slogan "How can we help you". I have asked them numerous times to give me feedback on not to debit the funds for the item we don't have but they clearly don't listen. I expect a refund on the funds taken! And I expect one of their managers to contact me! This is the worst service I received from them. I would not recommend baying from them because they clearly just don't care to assist you.