FNB refuses to replace my faulty iPad

In May 2014 I bought a device on the Fnb smart device app and selected the option \with insurance"! Few months later they started billing me for the device. 20 months have passed and the device is no longer working! I called Fnb to inform them. They then gave me the number of the insurance company CIB. I called CIB and was sent on a wild goose chase! Both Fnb and CIB acknowledges that the device was taken with insurance"