FNB Connect Cancelled our Order without explanation

My fiance ordered a phone, watch & SIM via FNB Connect on the 15th of November. This was supposed to be a birthday present for me. A week before we also got a phone for my sister after her phone broke. With the first purchase we got the phone within 3 days. My fiance has now been struggling with FNB since the 15th regarding this second purchase. He phoned today to follow up and they told him it has been cancelled but no one can tell him why. He was already approved and accepted that it be couriered to him and now nothing. And FNB keeps saying they will call him back with answers but doesn't do so. We just want the phone & watch bundle we purchased.