Smart Devices, *********** Support

Good day, I have a complaint with regards to warranty and aftersales support on the FNB smart devices. I have purchased a FitBit device from FNB in December 2019 which has stopped working in March 2020. Since April 2020, once confirmed that the e-commerce sector is fully operational I have logged a request for the device to be collected and repaired/replaced/refunded. I have been calling weekly for updates but I keep getting a run around stories such as "there was a delay and we will escalate" or "there was a backlog and we'll escalate" or "there was a problem with the serial number and we'll escalate". To date, which has been well over a month, I have not been contacted AT ALL. Can this be prioritised and resolved urgently!