Expecting more

I contacted Absa today regarding my card which was ready for collection but because I took longer than 45 days to collect the card, it has been destroyed. That is fair. What I don't get is that I was told to apply again for a new card by contacting the call center where you are put on hold for a very long time. After waiting for approximately 4 minutes, I decided to hang up. The issue I have here is why must I now go and apply for a card again? Surely you can do that on my behalf if I send you an email authorizing this? I was also told that it would be best if I rather go to my nearest Absa branch to complete some form to apply for a new card. I work as client services specialist for a big private wealth management company and I will never tell my clients to go to our nearest branch to sign a form. That is seriously poor service from a bank charging such high fees. I am not sure if I'll will be staying with Absa much longer after such poor service. Surely more must be done to keep the client happy?? I will go to the nearest branch now to sign the form but I am bitterly disappointed in the utter poor service I have just received.