Poor service, lack of empathy and lack of listening to understand a persons situation

I bought a Funki 10000mah powerbank at PEP cell Galleria mall Durban for R179.99.When I bought it, battery was on 80%, so at home I used up that battery for the powerbank. When the battery was depleted I charged the powerbank, but it was not charging, we tried multiple plug point charger heads and cable, but it was still not charging. I asked my dad to go to the PEP in ispingo since he would be passing that side to change it or ask for a refund, he was told that because it was bought at Galleria Pep , I need to query it there. I went to the Galleria Pep, the consultant asked to check it by charging it on her side, of which she did that. On her side it charged, I told her that because this powerbank is giving me a hassle , and I cannot be going up and down for it because I have a newborn baby at home, I would like to exchange it for another brand. She told me that on her side , it’s charging which means there is nothing wrong with the power bank so she cannot exchange it nor give me a refund. I argued my case , asked to speak to the manager who told me the same thing. The consultant lost my slip of which they ended up giving me a new powerbank of the same brand. I still have that one at home and it’s not charging. I was told that if I want to speak to someone higher than the manager, I would have to call a number, that they gave me and lay a complaint, then someone higher would call me of which I don’t understand why they have such an inconvenience of an escalation process. Till this day I am unable to go again to Galleria as I have a newborn that I cannot go up and down with. I wasted my money buying this powerbank at Pep. The consultants are not willing to help in anyway, they just repeat their procedures to you, even when they can see you are frustrated because I even told the consultant that I would not be here if the powerbank was not giving me problems. The manager even said to me that I should not have bought a brand I don’t know, I guess I won’t be buying anything at Pep then🥱🫠. The service, escalation process is utterly *******.