Can not deliver, literally, reason to change banks

What's then use offering a service if you can not deliver, literally, I app**** for an eBucks card online and never received it so I requested for a call back online to inquire the card to be posted and no one called. I called the call centre to inquire and was told by a consulted that because I chose the postal option there is nothing they can do and I would have to go and purchase the card myself, I advised her I chose the option to have the card posted at no cost to me, why would I now go and purchase a card, she said the post offices are unreliable and once it is in their hands FNB can do nothing, this means if you order a card you should just hope you get it and if not then try again till you get one, if you ever do, and loose points in the mean time you could have been earning