FNB Mis-leading the future

Am I the first to succumb to such misfortune, or has there been others whom had just let such pass, as if it was just water under the bridge.

On the 2nd of March 2021, I had attempted to upgrade my bank account on my online profile, which failed dismally as the platform did not allow to amend/correct the details, this then lead me to requesting a call back. The next morning, I promptly received a call from a sales consultant, whom was overly enthusiastic and willing to assist me with the upgrade. She had walked me through the process, informed me about all the bells and whistles and concluded by confirming that I agree to the T&C's that she had read out and that I have my supporting document on hand for delivery of the new cards, which she assured me would take 5 - 10 business days.

Today marking the 13th working day since last liaising with FNB, I decided to follow up as I had not received any e-mails, text nor calls to confirm a delivery date and timeframe, low and behold, after chatting to 5 different bankers on the secure chat platform (another point to add to the frustration) I am told that " The application was declined due to not meeting a requirement". Here I am 20 days later, waiting on a delivery that was guaranteed to me, contemplating that the delay is due to possibly Covid-19 reasoning, but in reality, I've been waiting on a LIE!!!

The so called requirement was never discussed on the called, how can this be a criterion to be failed on? Does the principles of TCF not apply to FNB clients or does FNB totally and blatantly disregard a key principle of the FCA regime? This is not the first time that I've received such ********* services from FNB, and this; just like other issues will receive the un-empathetic apology and life will go on.