Bad Customer service- card delivery

My daughter's FNBy card got damaged i order new one, courier company confirm delivery 14 days ago saying we will receive it at most after 5 working days. Guess what today I decided to follow up since her account is now moved (she turned 18)and she needs her card details to set up her own profile only now I'm told she must call and give delivery instructions herself after confirmation of delivery. Yet again bad service, last month I complained wanted to even cancel my person account I left it but its starting for feel like I'm at FNB's mercy they r doing me a favour. I think its really time to shop around and even move my daughter to others banks who will realise customer worth.