Poor customer service from FNB Connect

I have been a loyal customer with FNB for the past 2 years now. And i thought that they where a good bank. But I received the worst customer experience from the FNB Connect. I took a 24 month contract out with FNB connect for a smart device (Samsung Galaxy Watch 46mm). I app**** online but before submitting my order, I selected to the option to rather complete my order with one of the sales agents over the Phone. This was just to confirm if they have stock

The Sales agent call me backed with in 10 mins and we completed the sale. The sales agent also confirmed that they do have stock and I should expect my Device within 3 - 7 working. Long story short, they missed the delivery date and breached their SLA. I tried contacting them by the number that they provided me with (emailed to me with my application and quoted on ********** 270).

I have tried getting in contact with them for 2 days just to ask what the status is of my order and if there was any way that I could track it. I went through the option to get to the sales department and almost every time I get through, someone picks up , I hear the mumble in the back ground for about 2 seconds and then they drop the call.

When I do get through, I explain my scenario and they tell me "please hold while I transfer you to the correct department". They keep transferring me until the call is dropped. Eventually my wife call a random department and demands to speak to the manager. They end up giving me another number that I need to call of courier company. I end up calling the number and speak to one of the sales agents. the sales agent then tell me that MY ORDER IS PENDING BECAUSE THEY DO NOT HAVE STOCK. I ask really nicely to rather just transfer me to one of their managers.

The manager answers and I must say that he was really helpful at trying to help. He tells me that he will call FNB warehouse and call me back. He called me back within 5 mins to give me an update. He told me that the reason is because FNB warehouse is CURRENTLY BUSY WITH A STOCK TAKE. The sad part about this is that my colleague ORDERED THE SAME DEVICE after me and RECEIVED IT THE NEXT DAY but my order is pending.

I just think that it is PATHETIC that the courier company which is not even part of FNB does a better job at providing information to a client than any of the FNB divisions. The Courier company is Digital Planet so I would just like to say thank you for your service. To FNB you guys will loose a loyal client. And remember, when I go, I take 7 family members who are clients with you.

Improve you service so that no other client face this or you would loose more clients. PATHETIC!

Regards Qasim