Smart device with FNB Connect

i really i don't know where to start, i have called FNB connect 2 weeks ago to report my cell phone that i have with them was lost it must be black listed, the lady said to me someone will call me or i have to call back. i offered myself to hold until the device is blacklisted, but the lady refused. logged my complaint on FNB website and someone called me to apologise,i went to the Randburg branch to do sim swap, i was at branch for an hour just to do the sim swap. Only yesterday called me from the branch after complaining, i thought my night mare is over with FNB Connect, yesterday i decided to settle my contract with FNB in order to buy or issue another FNB phone with them, Spoke to Darian over the phone from FNB Connect he confirmed that my contract is settled and the pledge is cancelled i can now visit any branch to get a new phone i was told that system can't allow them issue the new phone due status being on "NOT ELIGIBLE" no one knows why system says this, spoke to the lady who claim to supervisor by name of Rookey Hajee at 12h300 who said her manager Shane Raynor was busy to take my call, called FNB Connect now at 14h47 to follow-up on my query if is been resolved Rookey said it should be resolved before end of business, this means no phone to use today. what poor service from FNB ,