Ineffective and frustrating customer service

At the end of February, my wife and I wanted to add another FNB Connect Flexi SIM to our account. However, it was rejected due to the credit score.

While we understand the credit check outcome, we have struggled to get a response to our follow up two questions (submitted to our private banker on 2 March):

a) what plans do we qualify for with FNB Connect; and b) why after the failed credit check did FNB Connect try to sell an alternative service worth R393 (vs. the Flexi service worth R402 that we were wanting to apply for).

We have been waiting for over a month now for a response - in the meantime, we are either asked to a) contact the FNB Connect service centre (the original source of our frustration, hence the escalation to the private banker) or b) told that our credit score is insufficient for the requested package (which we know, and was not our question).

@FNB: please can I finally get answers to our couple of questions? It has been over a month since we submitted them.