Bad Service

Good Afternoon I would like to complain about a bad service that i received from Soshanguve Crossing FNB Branch. A friend of mine told me on the 13 of August 2020, about a new product that FNB Connect was offering. He told me that they are offering a Voice Unlimited FNB Connect SIM cards at FNB. I then went to FNB branch at Soshanguve crossing to inquire and acquire one. When i got to the branch i was assisted by a lady called Moiponi. I told her that i heared that they are offering a VOICE UNLIMITED FNB Connect SIM card and i would like to have one. She asked me if i had an FNB account, and i informed her that i do not have one. She then said for me to qualify for the SIM card i should open one and i agreed and opened an FNB account. She then gave me a SIM card and connected me. I emphasized and asked her to confirm that indeed the option that she gave me was a Voice Unlimited one, and she said she was not sure and called FNB Connect and gave me the phone. I spoke to a consultant of which i cannot remember her name and she confirmed that indeed the option that i took of R259 was the VOICE UNLIMITED one. She then said to me they are going to deduct R296 and i asked why R10 more and she said to me the R10 is for CALL IDENTITY . I did not have a problem with that. On the 15th of August 2020. FNB deducted R269 from my FNB account and i could make calls from there. After 5 days when i tried to make calls my phone prompted me to recharge. I went back to the branch on the 28 of August and the branch called FNB Connect. I spoke to a consultant and explained my problem but she was very rude and ended up giving me an email address *** and said i should complain there. On the 1 September 2020, i wrote an email to the email address i was given, up until today i have not received any response or acknowledgement to say they received my complaint. I then went back to the branch today 3 September 2020 to complain and i was told the Sales and Services team leader (Magauta). I explained everything to her and then she called FNB Connect and spoke to a consultant by the name of Boitumelo who told her that i was put on Top Up option and i should go and deposit another R259 and she will change the option. She claimed that because i used the Data and SMSes on the SIM card they gave me. She claims that on the Voice Unlimited SIM there's No Data and SMSes and i said to her but i don't know that and i was never told that by Moiponi. Magauta then asked Moiponi about if she remembers me and Moiponi confirmed to her and also told her that on the very same day after i left the branch she realised that the option that she gave me was not the Unlimited Voice and immediately called FNB Connect and asked them to change to the correct option and said they will do so on that day before the debit order goes through. Now when i ask them to listen to the voice recording where i spoke to a consultant at FNB Connect and got a confirmation that indeed the option that was appearing on the system was Voice Unlimited they tell me that they cannot get that recording because they were off line. When i ask them to listen to the voice recording where Moiponi spoke to FNB Connect consultant they tell me that they cannot retrieve that one too and i feel that is very convenient for them. After i explained all this, Magauta still wants to put the blame on me. Please assist. Thank you. Mpho Shakoane