activation of sim card

i am an fnb connect client and have been for some years but this is the last straw..... I go onto the online banking to change my package...i receive a new sim card by courier... and spend the next two weeks trying to figure out if the new package is going to be on the new sim card or the old one...i must have called 10 different call centre agents and they all cant pick up this sim card so yesterday i go into the fnb branch and still get no help the manager(thank good for him)escalated this issue past the call centre to the Manager or Connect Manager then suddenly people know what is happening.. i have no need for this new sim card and the package will be changing over on my old sim at the end of the month.... but why do i need to spend hours on the phone, to the point where i have to go into a branch and waste more time?

poor service first national bank connect