BAD SERVICE FROM FNB / GOLD DESK DEPT

I currently have two gold cheque accounts and I never requested a second gold cheque card as it a technical error on Fnb. Dsv services were ready to deliver the card to myself but I stopped the courier service and stated that it was an error. I tried many times to contact FNB to cancel the card but the line is always busy and I am always transfered to another Dept who cannot help. FUSTRATION. TO MAKE MATTER WORSE AMANDA FROM THE GOLD DESK DEPT STATED TO MYSELF VIA TELEPHONIC THAT I NEED TO GO INTO A BRANCH. I DID NOT LIKE THE TONE. WHATS FUSTRATION IS THAT ONE CONSULTANT STATES THAT IT CAN BE SORTED OUT ON THE SYSTEM AND I WONT HAVE A PROBLEM, HOWEVER AMANDA FROM THE GOLD DEPT GIVES ME A DIFFERENT STORY. UNFORTUNATLEY I CANNOT GO INTO THE BRANCH AS I AM WORKING. CAN FNB FIND A SOLUTION TO MY PROBLEM.