Bad Customer service

I bought a Lenova Note Pad through FNB, the keyboard was faulty and FNB arranged for it to be collected and repaired. the Notepad was collected on the 29/01/2018. I was not getting any feedback about it unless I call them. Contacted FNB on the 7/02/2018 and was told to call Platinum Warranty Centre. Today called FNB to follow up, again was told to call Platinum Warranty Centre. I called and spoke to Devin who advised that the device has been fixed and ready for collection. I requested that can it be collected at Lenova and deliver it to us by tomorrow, Devin said there is nothing he can do on his side. Sent a complaint to FNB and they haven't rep****. I have just called Platinum Warranty again now (15:15) I'm told the device is still at Lenovo it hasn't been collected. when I bought the device, I bought it for my niece last year because she started University. When FNB arranged for collection for it to be repaired, I explained that I need it back by this week as my niece is going back to school in PMB and the device will be delivered in Durban. I'm so disappointed with FNB because I am their client, they should be doing follow-up with Platinum Warranty regarding this device.