FNB Connect I want a new tablet as mine was not sent in like this

I was really impressed how easy it is to use fnb connect. I took out a contract for a Samsung galaxy a few months ago. It was the easiest process and my tablet was delivered in no time. About 2 weeks ago the phone won't charge and the charger stopped working so I called to book it in for service. I'm sure it was a recorded conversation. The tablet went it without a scratch or dent or any marks etc. They did say if it is not in a good condition I will be charged for repairs. Phone was collected and I never heard from fnb connect. I called this week Tuesday and today to find out on the progress and what is or was wrong with the tablet. I was told the technical dept will call me. No calls. Today the tablet was delivered the charger still doesn't work and the tablet has a dent on the side. How am I supposed to accept this as it was sent in this condition. What did your team fix cos the charger still doesn't work so how must I charge to check if the phone is ok.

How do I accept a dent on my phone as it wasn't sent in like that. I have before and after pictures.

I'm so unhappy with fnb connect.