bad service

I bought a tv from FNB smart device the tv is now broken I called 2 weeks ago on the 18 May 2020 and the consultant that I spoke said they cannot help me he will send me the proof of purchase and an email address where to contact Samsung but I haven't receive anything from him . sad thing is FNB is debiting their money every month without fail . I always receive good service from FNB why are you doing this to your customers ?