shoes damaged within 3 months

I bought shoes @ woolworths in October 2015 on account,in December they were damaged, I returned them to the store-first they refused to take them as I didn't have a slip I even explained that I bought them on my acc,but refused to take them.until I told them I won't leave the store with those shoes.they said I must call customer service.I asked them to use their phone as I was in the store,they refused and said I must use my phone of which I did on the 22nd.customer service said they will give me a respond after 3 weeks after they received shoes from store which will take 3 to 4 days.guess what? Nobody came back to me until I phoned them on the 13/14th January 2016 land they told me that they cannot exchange my shoes as it was not a factory fault,said the shoes were returned back to we jubilee mall on the 11th/01/2016. Nobody bothered to call me as a customer to tell me my shoes were returned from factory. This is the bad service I ever experienced from woolworths. I am still paying for shoes that I no longer have. Help me Peter, I am not happy at all about the service. Should I continue to pay the account for something I no longer have