Black Friday Order Delivery and Lack of Transparency

I would like to raise a formal complaint regarding the delivery of my Black Friday order placed through Digital Planet via FNB.

Although the advertised deals were attractive, the overall experience has been extremely disappointing due to the complete lack of transparency, unreliable information, and repeated delivery failures. Since the second of December my order has shown as being in its final stage, yet no progress has been made.

Throughout this week I have contacted the Connect support number multiple times to confirm that my delivery address is correct and to request an estimated delivery time so that I can make arrangements to be available at home. Each time I was assured that the order would be delivered by today at the latest. However, no SMS or update was received.

When I contacted support again this morning, I was told that the order is “still waiting for the courier company” and that it would now be escalated, yet they were unable to give any indication of when I can expect delivery.

The Connect chat option was equally unhelpful, as they were unable to escalate the issue or facilitate any form of assistance from my private banker.

Given this experience, I strongly recommend that FNB reconsider participating in Black Friday promotions for 2026 unless the fulfilment process and communication with Digital Planet can be significantly improved. Customers should not be left without information, support, or any reliable updates regarding their purchases.

I request urgent feedback and a clear timeline for the delivery of my order.