Bad Service

My card wallet was ****** and I called FNB to stop the cards. I am trying to order replacement cards and FNB cant seem to get me through to the right department. When I call numbers given, I have to put in my ID number to proceed which then puts me through to Private Clients and I have long downgraded that service but somehow it still reflects me as a client on the FNB system. From there every consultant puts me through to the Gold division and no answer, not even a voice alert to state whether they are experiencing high call volumes. How difficult can it be to order replacement cards?? And how am I supposed to transact in the meantime? This is so frustrating and I am changing banks.