FNB Does not stick to the 24 to 48 hour commitment

Service delivered by FNB seems to be deteriorating especially calls where we as customers are told to do things online but never get the nexessary feedback. Firstly I called in to cancel my revolving loan and the lady told me I would get a call in 24 hours from the relevant department and this mever happened, instead I had to go in at a branch to cancel my revolving plan. I am paying rates for the platinum plan yet im not receiving the services as sold to me by the agent who got me to change from gold to platinum. On tuesday the 17th October I app**** online to get a huawei P20 lite with reference 3JSFQTBZ and was told I would get a call within 48 hours, its now way more then 48 hours and I jave not received a call. I just went to centurion mall to look for the FNB connect store and it is closed, now I dont know how to proceed to get a phone as my phone is acting up.