Unfairly treated

First week of August I purchased a Phone via FNB connect, then 2 days later the screen just went black. I then called the connect number, I've been told to send the pictures of the Phone of which I did and then they told Me that they are unable to view the pictures. I then called our IT department to ask for help then the IT guy came to the office to assist me, but they still complained that they're unable to view the pictures. And then I was been told to send them via Gmail account I did that then after sending them they said the pictures are not enough. So meaning I had to unwrap the package and take pictures again. On top of that they wanted me to package it as I received it with the bubble wrapper and even inside the package was supposed to look as received so I ended up leaving everything considering the fact that I'm their customers who have sooooo many products with them, I still don't know why I'm still with FNB??????