not holding their word.

The phone I took out with FNB at their dot store end of July started to give me problems. I called the store, they referred me to speak to a consultant, that concultant referred me to speak to someone atsony repair centre. I was then referred to go to vodacom, vodacom didn't want to touch my phone cause I still have warranty on it. Went to Canal Walk FNB dot store Naasif (consultant) called smart devices and spoke to Rabia, she logged my compliant and said that the couriers will collect my phone at my house within 48hrs. That did not happen, I called to follow up they said it is in the pipeline. Rabia called to as me when I will be available and we arranged for a collection date. The phone is still here and not in working condition. So is FNB giving out phone contracts and when queries are brought in they wash theirs hands from their clients? I have insurance I took out with FNB as well on the device. My time is being wasted. I am being sent from one point to another. Why can't I just leave it at the dot store they either replace or call me when phone is ready to be collected.