Defective Fitbit Smart Watch.

I took out a smart device contract for a Fitbit Smart Watch in December 2017. From the first day that I received my device it would not pair with my smartphone. In January 2018 I contacted the contact centre to report this and they said they would arrange with the courier company to collect this device. Weeks went by and my device was not collected. After contacting FNB numerous times the courier company eventually collected the device. Fast forward to 01 March 2018 and I still have not received my device or an update as to what the problem was with my Fitbit device. I called the contact centre yesterday Reference No. FNB 515035 and was informed by the agent I spoke too that the device was still with the Fitbit repairs department. When asking if I could get a call with an update on the status of my device he said that all he could do was email the repair centre because they sit in another building and the turnaround time for them to contact me would be 2-3 working hours. After insisting that I would like to be called back today (01 March 2018) he said he could not guarantee that they would call back but he would call me back with a status update ... guess what - he did not call me back!! but FNB does not forget to send me a reminder that my smart device payment was due and they did not forget to debit my account too!! Its been 3 months that I've been making payment for a device that I was unable to use from day 1. Three debit orders went off my account but I have not used this device. I know by taking this complaint onto this platform I will definitely get a prompt response from FNB and they will either say there was a problem with the service provider - Fitbit or the courier company but that's not my problem - I have a contract with FNB and not their service providers!! Why would FNB continue doing business with problematic service providers. I will be out of the country for the next 3 weeks so another month will go by without having my smar****ch but still make payment for a device I do not have in my possession. FNB was excellent when it came to service delivery - why the change?