FNB SMART device not being delivered

Ordered a smart device from FNB, after their turnaround time I phoned and was was put through to digital planet that did not have any info of my order. I phoned fnb again and the agent said she can only log a call (with an extra 48 hour wait window) or direct me to digital planet again, so I asked to speak to a manager but the agent said that's not possible because of FNB's WFH policies for their staff. I still don't know if I'm even going to receive the device or not, and I'm starting to worry if this is the service I can expect next time I need a card delivered. FNB is not what they used to be.