Incorrect delivery

On Monday the 4 January 2016 I received a call from FNB connect advising I qualified for a Hawawei phone and the sim fnb sim card, I then requested I'd like the phone and the sim card and everything seemed fine, I was promised that my policy details can be seen on my fnb account and on my email, however today I received a delivery and its only a sim card, when calling fnb back I spoke to, their courier department, smart devices, customer care, sales back to customer care, back to smart devices and then back through to sales, with everyone I spoke I had two people who seemed to know what they were doing Ash in customer care and Adriaan in smart devices, Adriaan advised I need to speak to the sales department to get the call that was made to me on Monday to be retrieved have my number porting stopped and cancel this account/ contract. Upon getting through to the sales department I told the lady of my issue, she advised I need to right a letter then, I advised her I'm not satisfied with that answer and was advised that I need to request to speak to top management , to which she dropped the line and put me through to their customer survey to which I gave the whole lot a 1.