fnb smart device and fnb messages

I texted on my fnb app that I would like assistance with the Iphone 7 and Iphone Xr trade off. So I was given the smart device number to call with my airtime and i tried but it didnt work. I ask them again on the app if they cant ask the smart device department to call me as they have my number, but no one does that. I am not sure whether its because they can tell that I dont have much or what. Its Friday now and I have been trying to get the same information. I have been trying to call their smart device number since Monday and it redirects me to an FNB consultant, whom I had called with my airtime and had to verify myself and waited on the line only to be told ill be given the same number to call so I tell the person to put me through directly to them and what did the guy do, he put me on the main menu so that I can listen to the options again with my airtime still. And I will have to buy airtime again because I really want the deal. But im sure by the time I get to them the deal will be off. That time I have been with FNB for the past 10 years and such things just discourage you