BAD SERVICE FROM ONLINE BANKING

I cancelled my FNB GOLD CARD via online banking and i asked a online consultant to assist me with my request for a new card,the online banker asked me for my id number but something seemed not right... i received no confirmation from the online banker at all. After 30 minutes i asked another online banker to assist me and to be told that whoever assisted me never ordered me a card at all and i am concerned. Very bad service, Unacceptable......