reaped off by fnb

A lady by Rekeya phoned me on the 24 of february telling me that according to their policy they give a new phone after fixing the phone three times my question was that.mine is different coz you can't even fix it for the first time and you want to give me a refurblished phone.she said is going to refer the matter to her manager.till today I still haven't got a response.while its the second month paying for a cell phone that I do not have.