penalized for 4 day wait - sim activation

on Monday, 4 June, my husband and I went to Knysna FNB to open accounts and to apply for the FNB smartphone. Our consultant was very uninterested in any questions we had and proceeded to process our paperwork, open our accounts and give us the ConeXis A2 phones. With my phone, he asked for assistance to remove the back of the phone to insert the battery and FNB sim card. my husbands phone, he opened the box and handed it to my husband telling him he could put it together at home. After waiting in the queue and having the time with the consultant already over 2 hours, we suspected that he wanted to move on to other people. I asked when the phones would be active and what our new phone numbers are. He looked me in the eye and said "You will get a message". New bank accounts and phones in hand, we left, awaiting our messages. we received sms's and emails regarding the bank accounts but nothing regarding the phone sim cards being active or the phone numbers. Monday evening, my husband phoned the help line. No help there. Tuesday, Wednesday, nothing, by Thursday, multiple phone calls, emails and a facebook message or 3, I get told by a technician the sim cards have not been activated. Finally, Thursday afternoon, the message comes through. again, phone the help line to get the phones set up (offline). Then we cannot connect to wifi after hours of trying. Finally get through to the help line again to be told technical office closes at 7pm- please try again tomorrow. This morning, still no wifi connect. I go to another wifi area to try that, my husband phones the help line. He is told to format the phone and start over. I have no success with a different wifi. get home just after 3 and the help line gets called again...... The phones may be faulty (BOTH PHONES) so we must get them back to the Knysna branch TOMORROW to be able to exchange as per their 7 day policy (you do the math). Otherwise, if the phones go back on Monday (they are closed on Sunday), then the phones will be sent away for... ?? how ong?? If said sim cards had been activated in a timely manner, the problems would have been spotted earlier giving us a chance to get back to the branch. The last technician we spoke to (just before 5pm who shared this information with us) also told us that it is customary for the bank teller/consultant to set the phones up BEFORE WE LEAVE THE BANK! So, for bank teller neglect, help line unhelpful and 4 days for sim activation, we are penalized. This is not a great way to gain the confidence of new customers nor keep the confidence of existing customers. *footnote* none of my emails have received a response. my one facebook message did get a response asking for my contact number and ID number. correspondence did not go further from FNB side when I gave my phone number but said I was uncomfortable sharing my ID number over social