Challenging experience with FNB Connect

I've only had brilliant service with FNB, but recently my experience with FNB Mobile has been a challenge. I'm trying to get a smart device for my business and have been taken from pillar to post. When I called FNB Connect I was told to go to the branch, when I got to the branch I was referred back to the call centre. This is not the level of service I'm accustomed to getting at FNB. It doesn't seem like anyone knows what the procedure is.