Very Poor Service

I app**** to smart devices on the 27th July 2018 and received an SMS on the 28th July 2018 advising me that I have been pre-approved for the mobile device. An agent from FNB called me on Monday 30th July 2018, at 2:36pm, processing my request. I was not approved for the phone that I initially wanted due to my credit rating, however the agent gave me alternative options available. The agent who was very pleasant advised me on the options of the FNB Phones where I was able to pledge an amount of R300 and then would be able to give me a phone. The FNB agent advised that there would be a special that would start on the 1 August 2018, which would enable to pledge R300 and receive the FNB Cone Xis X1 handset, with a monthly instalment of R50 monthly, for a period of 24 months. I was very comfortable with the deal, as it suited of financial situation and at the same time would solve the problem of the handset, for my wife. The agent advised me that she would certainly call me on the 1st August 2018 to complete the suggested transaction. The FNB agent called me promptly on Wednesday, 1st August 2018, at 8:36am and requested that we complete the application. Everything went very smoothly and the FNB agent advised the hand set would be delivered to me, within 48 hours. Shortly, after the call on the 1st August, 2018, 8:52am, I received my contractual agreement outlining the details of the agreement. At this point I was very impressed with the service. On Thursday 2nd August 2018, I called into the FNB Connect Call centre to check if everything was on track, and was advised by the agent that the request was forwarded to the courier company and an SMS would be forwarded to me, along with the call from the courier company, advising me of the time of delivery. On Friday morning, I came into the office and completed my important tasks and decided to go up to the FNB Carlton Centre, to process blocked sim card that we had stopped, when my wife’s mobile was ******. At first, we could not pick up the FNB sim ********** 833 and had to contact FNB connect to unblock the sim card from their side so as to have the new sim card issued. At the same, on Friday 3rd August 2018, 10:07am, I enquired about the delivery of the handset, as it was expected anytime today. The FNB agent referred me to the courier company and the courier company advised me that they were not able to deliver the phone as FNB did not have stock of the Cone Xis X1. I was taken aback at the statement. At this point I was confused and returned to my workplace. I processed this whole incident for a while and then decided to call FNB connect to clarify the statement of the courier company and the agent who assisted me, advised me that the ConeXis X1, was definitely out of stock. I took the liberty to ask what was the way forward as all our efforts from the start of the week, were fruitless. The agent advised me that there was another option which is the ConeXis A2 and that it would be readily available at the FNB branches. I inquired on the way forward regarding the application and the agent advised me that the branch would be able to reverse the first agreement and then issue a new agreement, with the ConeXis A2. My thoughts were that this is quite a simple solution, as it will resolve our problem of all the time wasting, from Wed 1st August 2018, when the initial agreement was done. I googled al the FNB branches in the area, attempting to contact them on the numbers provided on the Internet, but to no avail. In a desperate attempt, I returned to FNB Carlton Centre in an attempt to acquire the ConeXis A2, but it all started to crumble as they advised me that FNB Carlton Centre does not have stock of the ConeXis A2. I requested that they use they internal system to inquire who in the area has the ConeXis A2. The agent came back with positive feedback to advise that FNB Bank City have the ConeXis A2 and I need to see Jabu, at the branch. I walked to from the Carlton branch to Bank City, as I thought that the process will be very simple as advised by the FNB connect call centre. I met with Jabulani Mthethwa and he was confirmed that he was able to complete the transaction. I waited at FNB Bank City for approximately 30 minutes for them to confirm if they have the item in stock. The Service Manager, Xolani Sibisa, came to confirm that they will resolve my issue shortly and even had the Bank Manager, Llewellyn Phillips come and confirm that we would the matter sorted out, for me. After various attempts to complete the new application, the FNB Bank City branch found that they could not issue a new contract without reversing the old one. Jabu and Mercy Tracey contacted FNB connect over 4 times, attempting to have the old contract reversed. After siting for almost two hours, we were informed by FNB connect that they needed to email the request to FNB connect and they in turn would reverse the first pledge and application. FNB Bank City advised that would contact me as soon as the reversal is done, so that I could return and collect the phone later that day. I left FNB Bank City confused and disappointed as I had wasted half a day and as not given the correct the information based on conflicting information being communicated to me. I was back in the office at 2:30 and was very disappointed in the service I received from FNB. In my last attempt for the day, at 3:00pm, I attempted to contact FNB Connect, and held on for 6 minutes and they hung up on me. I attempted again, to clarify if the said process was complete and if I may return to the FNB Bank City, to collect the ConeXis A2. To my dismay, I was advised by Paballo, after speaking for 48 minutes, that there was nothing they could do for me and that I would need to wait for 24 working hours for the matter to be resolved. I really appreciate FNB for assisting me, but every time I spoke to someone at FNB they promised me the world, without supporting their actions. I feel that nobody wanted to take ownership or responsibility for the matter and pushed me around all day. If I did not investigate why the Handset was not delivered, I would still be sitting here and hoping that it was going to arrive. Nobody took the initiative to call me and advise that the handset is no longer in stock. Even, when I attempted to get the matter sorted out, on behalf of FNB, they still didn’t take responsibility and try and get the matter sorted out. The one just blamed the other. Poor service and a dissatisfied client. Not living up to the Marketing that you display. Get all your departments trained, so that don’t act ***********ly when handling a complex case. I really feel more could have been done, by Management, so that the matter get resolved. To date, a week later, I still don’t have a handset and the matter is hanging in the air. Brent Scott