FNB made me pay for a Faulty/Damaged cellphone

In January 2015 i ordered a blackberry 9720 cellphone online, it was delivered on 12 January 2015. i used it for a month and released the charging button on the cellphone was very loose and went in and out with the charger and it stopped working/charging the phone completely. i reported this matter several times to FNB they keep on telling me that they sent my complaint to the Guru and they will let me know when are they coming to collect the phone for repairs, is now 2 months and few days still nothing is happening but i am busy paying for the cellphone that doesn't work. the last person i spoke to is Shennel and she also told me the same story....