FNB CONNECT POOR SERVICE!!!

I am extremely disappointed with the service received from the FNB Connect department. Upon purchasing my Xiaomi Smart Airfryer on Friday, 09th May and the agent who assisted me told me the courier charge is R99. Bear in mind your calls are recorded. I received my airfryer on Wednesday, 14th May. I called to request a contract for my device as this has not been see through to me and noticed that my debit order date was captured incorrectly by FNB. It should be the last day of the month and NOT the 26th of each month. I received a reference number for the call and was promised someone would call me within 24 - 48 hours to discuss this was in last week. No one has contacted me I called a second time on Monday, 19th May and spoke to Mmbali who gave me a new reference number which she SMSed and I cannot find now but it should be on your system! She told me her TL would contact me before the end of the day. Yet here I am!!!!! Do I return this item so now I have learnt the delivery charge is R235!!!! How ridiculous this is extremely expensive!!!!! My old ref number is 897128