Terrible service once again

Here I am again on Hello Peter because FNB has a I dont care attitude. I posted last week about my order I placed with them that was suddenly changed when it came out for delivery. (Smar****ch , phone and laptop ended up being a sim card instead) i was contacted and told that even though I never got a decline on the app and my order was already consigned that the order was cancelled as i did not meet requirements and the app was just a pre-approval????? Why was the order consigned then and ready for delivery the next day. I asked to consult with management who was beyond rude and has no care for a client ( Tracey, I missed your surname) all she kept reciting was paragraph 3.8 in terms and conditions, while I was pushing consumer Act. With her rudeness I asked to speak to someone higher up . Let's say this is almost over a week ago and nothing. My phone is broken and I needed the new one!!! I have screenshots of the orders and bare in mind I've been with fnb for 8 years and I just find no joy when it comes to issues being resolved!