Bad service from FNB card division

I ordered a secondary credit card in my partners name and it was delivered before the covid 19 lock down. My partner and I were supposed to get married on 28 March 2020, so the card was issued on her name with my surname as she is taking my surname. The lockdown came into affect and our wedding has been postponed.

FNB sent me an email advising they require the secondary card holders ID document which I sent to kycno-usage and explained that we were to be married but it didn't happen due to lockdown and that her ID is still in her current surname. I sent the copy of her Id and advised there is no marriage certificate as lockdown happened and forced us to postpone our wedding. I didn't get any confirmation that the email I sent was received. No reference number.

I received another SMS saying that the card will be cancelled if I don't send the ID, so I sent it again and explained the situation again but I didn't get an email reply to say my email was received or a reference number.

I called card division and was transferred from pillar to post until I ended up getting voicemail.

This is ridiculous.