Debit order mandate not sent

I am so disappointed with fnb, I made an application and received an SMS saying its approved however I was informed that in order for the money to be released I have to except a debit order mandate,for the passed week I have been trying to except the debit order mandate via app its not there cellphone banking its not there i went to the fnb krugersdorp bank for assistants they where not helpful and I explained to them that there is no mandate to except it was not sent to me,I called again this morning still no help this is so frustrating, worse part even the employees are not helpfull