Advertising but cannot deliver!

I attempted to renew my car licence via the mobile app and it has been delayed. I requested that the transaction be reversed so that I could go and renew it myself. To date this has not been done. I have requested 3 call backs & logged a complaint. After speaking to 7 different people, transferred to 4 different departments and being given 4 different phone numbers, the query has still not been resolved! I only have 2 more days before I start incurring penalty fees which FNB will not pay. They should not advertise what they cannot deliver!!!