FNB Connect and Digital Planet ZERO customer Service

I have been experiencing an issue with the Fitbit charge 3 device I purchased in November / December 2019. I had purchased 2 of the Fitbit charge 3 devices at the same time as gifts. I did contact the Fitbit customer support number which FNB provided. The consultant from fitbit support could not resolve the issue and advised that the device would be replaced once they could validate the warranty on device. They have requested the proof of purchase or proof of receipt. To my knowledge the device is still under the 24 month warranty as I am still making monthly payments. I contacted FNB connect and was advised by the consultant to contact Digital Planet for the proof of purchase. I have called the Digital Planet contact centre many times but after just a few minutes the all is cut off! I have also sent 4 emails and still no feedback. Every month FNB debits my account and now when i require assistance they are passing the buck to Digital Planet who's customer service is just as bad as FNB.