Poor Communication

I app**** for the 24month Contract phone of Samsung A12 that i placed and agreement of R239 p/m but i wanted to know when should i receive it! Fnb hasn't given any further help only The Reference nbr , then i emailed them still no Response as to where it is or how far and i requested the contract or Sale of Purchase agreement or something jus to cover myself for if they would also be like other companies who would take more than what was agreed upon... But no Responses.