Hisense smart phone service centre is Useless

I bought a Hisense smart phone at a Foschini store in October 2017. In December the software crashed on the device we sent it in for repairs at Foschini Rustenburg. They called to say the phone is ready after 2 weeks. When My mom and son got home they put the sim back in send want to set up everything when they noticed the was a black person music and pics on the device as well as messages. They delete it all. When I got the phone a day later I checked the devices serial no and found that it does not match my slip or the box serial no the camera lenses is cracked the screen protector is not on any more and the device it self had a chip as it has fallen even the back cover was gone I know that the device was had no damages on it when it was sent in for repairs . The next say I went to Foschini Hartbee****rt were the gentle man tried to help me. He called Hisense a few times and could not get hold of them and when some one answers the phone they drop the call. He took this device and said he Will send it to hi sense and try and locate my device. It March now and I still don't have my device. The manager from Hisense sent me a mail to say they have repaired the device and sent it back to the Foschini store. I don't want that phone I want a new device after 3 months waiting and my problem is still not sorted. I am paying for a phone on account that I don't even have . I will post the mails from this person if you think I must. I am not taking the device it's not maybe I don't care what they replaced on it.