FNB lack of Service

I am an FNB Private Banking client.

On Monday, I purchased a children’s smar****ch via the FNB App. At checkout, delivery was clearly stated as 3–5 working days, with delivery confirmed for 23 December. This was essential, as the item is a Christmas gift and I will be in Cape Town next week to receive it.

On Sunday evening, I was informed by the distributor that delivery has been moved to 14 January, which makes the purchase unsuitable for its intended purpose. I was told this change is “system generated” and cannot be amended.

Attempts to resolve this through FNB have been unsuccessful. A call was dropped when transferred to the relevant department, and when I phoned back, the department had closed.

A subsequent call to Private Banking involved conduct that was unacceptable: refusal to assist, refusal to escalate to a manager, and inappropriate behaviour on the call.

I have submitted a formal complaint to FNB Complaints Resolution this morning and am requesting urgent confirmation of either:

Immediate correction of delivery to the originally confirmed date, or

Immediate cancellation and full refund

I am posting here in the hope of obtaining a prompt and professional resolution.