Samsung J2 manufacturing fault

Good day,

My name is Ieglaal Harris I have been a customer of FNB for the past 9 years. On the 28 June 2017 I called the call centre and took out a Samsung J2 with FNB. Month ago I started having problems with the Samsung J2 were I put the phone on charge and the next morning I saw half picture on my screen adn the other side had lines on it. The phone was fully charged so I called into the call centre they then gave me a 011 number to call FNB technical support line when I called they were closed. So I tried later in the day and I spoke to 3 technical advisors two namely William and Samuel that confirmed I need to get a proof of purchase. They confirmed to me that they will send it to my email ********** and it will take 24 to 48 hours. I then wait 4 days and still did not receive a proof of pruchase once again I called the 011 number spoke to Samuel and he tried to help only come back to me that FNB system is still down so he cannot get me a proof of purchase I advised him that how does FNB systems that was down for more than 3 days becomes the customer problem final after a 9 days they send me the proof of purchase but by then I was in Johannesburg giving training . I cam back on the 01 June 2018 and took my Samsung J2 to Dion in Century City on the 04 june 2018 (Monday). They confirmed to me that they will get back to me in 24 to 48 hours told them to email me on ********** my work email as I was busy with training so I cannot answer my phone. They advised they will do this but then it came to the Saturday 16 June 2018 no one came back to me on the feedback of the Samsung J2. So I stepped into Dion late afternoon and the phone was still in the box the same way I gave it to them. I then started becoming very frustrated with the situation that I asked to speak to a manager and spoke to Byron he then called the head technician which confirmed that the phone has a internal crack. I then asked Byron so how did this internal crack happen if my screen was not cracked. Because I did not let my phone fall in anyway and it is mutually impossible for me to let my phone drop and the screen does not crack that must happen. Wether my phone screen cracks on the sides, corners, across the whole screen the screen must cracked. I then asked Byron why did no one come back to me regarding this phone and then Laeeqah which is one of the technicians said to me she is sorry but the phone does have a internal crack I then responded by saying how do I get a internal crack this is not my problem my screen is not even crack so clearly this is a manufacturing problem. She then called Nadeem her manager and head technician and he confirmed yes it is possible this crack could have been there and just got bigger by heat because there is no other explaination as my screen is not cracked. He also confirmed as well as his manager Byron that if I let the phone fall the screen would have cracked immediately but they cannot tell me for sure were this internal crack comes from. I then told them to speak to FNB and get back to me think they were going to speak about the internal crack and the screen not being damage but instead they tried to get insurance out of me and to quote my insurance with FNB Laqeeqah called me yesterday 11 June 2018 to confirm she will be sending a damage report to FNB and my insurance must pay it I confirmed she does this without my permission I will sue Dion. All this technician could tell me that is will cost me R895 for the LCD screen and almost R300 for the damage report coming to a total of R1200. How in heavens can you give me this amounts knwoing this is not the customers fault. I have had it I spoken to many people but this is the worse service I received. i will be taking this further as I know this was not my fault why mjst I pay for something that I did not do. I want a response in the next 48 hours if I dont I will be taking matters further as now I am paying for a phone that I cannot make use of this is unacceptable.