FNB *********** bank with falls promises

I am so so unhappy with the level of service I have received from a big company like this to not have great customer experience.so I app**** for a device with FNB connect it was approved I got the order number and the device was shipped on the day of the delivery I decided to check where my parcel was only to find its being returned to FNB...sadly enough is that no1 one called me to tell me why or why happened imagine its my daughter's birthday that device was for her as her birthday gift having to explain why she is not getting the device which I don't know why I made countless calls to fnb trying to find out why because it was approved and shipped out I was taken to pillar to post I was given like 5 numbers to call all of them had no answer am really heart broken because FNB its a big company with bad service I have a private account and business account with them I feel that I must close them what a big disappointment my daughter is sick she has cancer and she's been struggling with with her health so I decided to make her happy just once since she has always wanted this device now this as a mother I feel like i failed to make her wishes come true during her last months of living 4😪😔