Pathetic service

My credit card is expiring at the end of the month. My husband being the main account holder was contacted three weeks ago to advise that a replacement card was ready for delivery. He advised them REPEATEDLY over the course of the next 21 days to please contact me to arrange delivery as the card is for me. I received a call from the service centre yesterday to arrange for delivery of the card. When asked to furnish the security questions and they were all incorrect I realised that they were in fact looking for a different client. They had called me in error. However I saw this as an opportunity to request delivery of my card. According to the service agent there was no record to contact me but she arranged for delivery this morning and advised verbally and by SMS that I would need proof of residence and a copy of my ID. All of that was given to the gentleman who arrived with my card this morning HOWEVER he needed a copy of my husband's ID as well. This was never communicated and despite showing the driver the SMS he said that he cannot hand over the card without the document. I fortunately had a copy but he told me that this happens "all the time" which is also a complete waste of his efforts as often he has to abort the process due to this poor communication. Why should such a simple procedure become so vastly complicated and why are the people employed to process this so ***********!