FNB connect - total disaster

So i received a call to apply for a smart device - i said OK let apply since my current contract is expiring in a few months anyway - i am told you don't qualify for the device you want but you do qualify for an FNB ConeXis X2 - i accept and confirm my details - few minutes later i receive the contract with reference number CCVP ********** 0206B13C0 and customer number ********** 5. Immediately R500 is transferred in my savings account as agreed. I am told i will receive the phone within 5 days - 5 days later i follow up to confirm where the device is - to my surprise i am told my application is declined - i was told the phone is on its way??? My daughter is waiting in excitement and now FNB has disappointed me again with blatant lies. Why was i told the phone is on its way, why was the money transferred to my savings account as agreed? Why was i not informed it is declined - if i didn't follow up?