Blatant Refusal to Repair a Cellhone

I purchased a Blackberry Bold 9900 from FNB which only worked just over 12 months.I have reported many times to the call centre,platinum banking banker and even went into the Clearwater Branch to report.I was then referred to the telephone to log the query with the call centre.I was asked many questions and was told that the cellphone will be collected and never was in the past 2yrs.I have still been debited the insurance fees and also have completed paying for the cellphone which has since deteriorated.The battery has become swollen and the cellphone is totally dead.Its a shame that we have to put up with such incompetancies.When your account is 1 month unpaid you get hounded with calls from the very same call centre for immediate payment but for them to repair a device never happens.I have paid a large sum of money for a product that never worked.I demand my money back or replacement of the same phone.FNB needs to take responsibility for their Staffs Incompetance and Neglegance.