poor service

I bought a cell fone at fnb it was delivered on the 28th november hardly 2 months it was not charging.the silver part insidenthe hooe has moved backwards.i founed fnb device.bravia said I must send photos so that she can see if its not physicaly damaged.which I did.after 3 days of waing she rsponded saying she didnt get the attachment.i ve resend again..she waited for another 3 days to respond.and said she is goona ask for authorization which ive waited for a week.she founed last week telling me she is gonna send someone to collect on friday and im gonna pay if they find that it was a physically damaged.my question was I've waited for a week for you to get fotos in order to check if this was not physically damaged.he tone was disgusting.nonetheless I waited the wnole day on friday no one came.im paying for something that is not working.a fong kong phone.its been 3 weeks now not having a foune.if I can I want to cancell this contract.