Bad communication

Last year Dec I bought power bank. After few days the kid complained that one of the slot was not working. I made a return and on the 6th Jan someone came and picked it. Ever since, nothing is said to me. I filled the form again requesting they either refund me or exchange my product. I got a respond 3days ago from them telling me about policy in refunds. The communication is so bad u cant send any complain to anyine except that stupid form that only let u only tick ur . I really want them to change the product or refund me if they cant do that. Now I have to buy another power bank so that the kid can use . This is not fair cause I followed every channel available.