Smart Device Nightmare - Part two

The struggle continues. FNB sends me no email communication. I keep being called at the most inconvenient times. When I try to call back I am bounced between departments that have no idea how to assist me. It has been 7 business days since the Fitbit I returned has been collected by the couriers. 1) I have no idea what was wrong with the device and if the return has been authorised 2) the credit facility is still open and linked to my account so I am concerned I will have to continue paying for a defective device 3) I have no idea who to contact to follow up.