CCD called my husband twice about his bank card and both times the agents pretended that cannot hear us

CCD called my husband twice about his bank card and both times the agents pretended that cannot hear us. We phone back 4 times and with the last call i threatened to report them where the lady all of a sudden could now hear us. After a while she started pretending again. They then just send you an sms saying we tried contacting you. How are you supposed to get your card if this is the service you get??!! FNB this is the 2nd courier services you use that is totally sh*t