Advised to go into branch for a sim while i am a client for 11 years

I lost my sim card today and have been a Fnb client for 11 years, I requested a new one and was told to go to the branch, my problem is that with Covid 19 queues is long and we should have an option to request telephonically. This is disappointing as I thought FNB is one of the most innovative banks but today they proved me wrong. Please respond to my complaint via email as my number wont go through