FNB Connect: No Assistance or Service

I signed up for a contract and device from FNB Connect, and received my device on 04/06/2020. The device was cracked. I immediately reported this on smart chat and was informed to contact the Smart Device department the next morning. They requested I send pictures of the device and packaging, and I was informed that the device will be replaced as a cellphone contract includes that any defective device will be replaced within the first 7 days. I requested a copy of the contract and all it covers, more than once, and still have not received it. On 12/06/2020 I was informed that my device was at the couriers and I just have to wait for them to contact me to collect the faulty device and receive the replacement. I have been sent back and forth between Smart Devices and Digital Planet and no one has answers. After not hearing anything I contacted them again, and was informed that my device will not be replaced as it looks like I cracked it. They have not provided me with any further option as to repairs or what is covered in the contract. It has been over 2 weeks that I have not been able to make use of a contact that I have signed up for. Does FNB provide their clients with second hand and defective devices? I am really not happy with this kind of service.