Urgent Request for Resolution – Device Without eSIM Capability

I am writing regarding the recent delivery of a device to my fiancée, which we later discovered does not have eSIM functionality. This feature was the primary reason for selecting the device, and its absence makes the device unsuitable for her needs.

To date, I have made eight calls to your department in an effort to find a resolution. Despite these attempts, I have yet to receive meaningful assistance. I specifically requested escalation to senior management; however, I was informed that the team leader is not available until tomorrow. I find this response deeply concerning, particularly as any delays may compromise the contract’s cooling-off period.

Given my fiancée’s professional commitments, she is unable to take personal calls during her business hours. I am therefore attempting to alleviate her from this administrative burden. You are welcome to contact me directly at *** so that I may provide instruction. Alternatively, please attempt to reach her on *** should she be available to answer.

I would also like to note that I am a private client of FNB and had been considering taking out an additional contract with FNB Connect. Unfortunately, this interaction has caused me to question that decision, as the level of service received thus far has not been aligned with the standard I expected.

I kindly request that this matter be escalated as a priority and that a swift resolution be provided.