FNB NOT willing to help their clients

My wife is a Premier client with FNB. She placed an order for a device on FNB Connect. She now wants to cancel this application and after 3 days has received no assistance from the contact centre. She has been pushed from pillar to post with no consultant wanting to take accountability. It is a very simple task, which is to cancel an application; however nobody at FNB is willing to assist. No consultant bothered to take her details or reference number pertaining to the application. This is pathetic service from a bank whose slogan is “how can we help you” We will not accept the device and any other terms and conditions applicable to it, as nobody at FNB is willing to assist to cancel the application.