Dont touch FNB Connect

I have been unable to get assistance from FNB Connect while trying to take out a new contract. I have had 4 calls from them all resulting in "we will need to escalate this issue" ... every single person just escalates the issue ... no one can actually fix the issue ... What is the issue? Obtaining a credit score for an existing banking and FNB connect client. DONT TOUCH FNB CONNECT