Branch Consultant not listening the first time and not explaining

<p>I went to FNB to cancel my bank card and get replacement as I was in an armed ******* so I also decided to upgrade my FNB account to a Gold Cheque Account so I can see what devices i can get from dotFNB but Thulani who helped me at westgate just went off doing his own thing and not explaining anything to signed me up for the device that comes with the cheque account and took R1500.00 off my saving pocket, after telling again that I don't want that phone but want to see whats I can get from dotFNB. He then said he will cancel the phone and the money will go back into my account on Wednesday 16/11/2016 but it never did. I then went to Clearwater where Khati Mudaly helped me and was wonderful, he confirmed with me that i never took the phone and that the box wasn't opened either, he then spent a few minutes typing on the computer which i think he was making notes to what happened and then asked me to sign a piece of paper and he said he will fax it to westgate and follow up with them that the money gets reversed. I have now phoned both branches asking them whats going on as i still havent gotten my money back. I think this absolutely poor on FNB's side which you should be able to sort out straight away especially because I at your branches twice. Please can this be sorted out immediately.</p>