Terrible Customer Service and follow up

<p>I have been trying to contact FNB for 2 months to resolve my issue and still have had no response. </p> <p>I have recently moved across to FNB Connect with a flexi-package and a new device.</p> <p> <br />I have been struggling with a sim card issue since receipt of the device and have requested several times that my issue be escalated. I was promised a call back both times, but my request was never followed up on. </p> <p>I have now called FNB Connect helpline to have this issue finally resolved and have been told by the call operator that my query was never escalated in the first place. (I spoke with two operators over the past two months who promised to follow up with their superiors and get back to me.) I am now quite frustrated as my issue has still not come any closer to being resolved, two months into my contract with FNB. </p> <p><br />My issue is that 1 have been sent two FNB simcards. (Instead of one). One sim card (072) has my ported number and flexi package loaded. The other sim (061) has my free minutes and data which are free with my device. </p> <p>When ordering the new device and flexi package online, I was not told at any stage that the data & minutes that came free with the device would be sent and loaded onto a separate sim card to the one I requested the flexi package. Surely these would be combined or someone would communicate that the device comes with its own simcard when purchasing.<br />I have ported my number across to my flexi package sim and now sit for two months with free data and minutes unused on another sim card<br />I have been told my options are:</p> <p>Cancel my flexi sim and port my number across to the 061 sim card and then re-activate the flexi deal. This comes with a R150 cancellation fee.<br />Do a downward migration on my current 072 number to make it pay-as-you-go and then load the free data/mins onto that card and then re-activate the flexi deal. This comes with a cost of R100 for the migrations.<br />I am also told that as tomorrow is the 1st of October both options will only be valid from November.<br />Effectively that means I have forfeited 600MG of free data and 150 free minutes of calling which I was given as an incentive by FNB on the purchase of a new iPhone. In addition to this loss, I am now being told I need to pay extra costs to rectify a situation that should have:</p> <p> <br /> A) Could have easily been avoided with clear communicated to the consumer upon purchase of deals and packages</p> <p>B) Upon logging my first query and request for the issue to be escalated a few days after receipt of the package it should have been followed up on and not ignored</p> <p><br />Please can you advise whom I can speak to have this issue resolved timeously.</p>