Consultant could not help yet she the only that can do the function

So in December I blocked my cards due to *****ulent activity . Tried activating and was told to go to the branch. I went and the consultant told me they can’t help I will need to call the ***** department to unblock my account . She did not offer me a call to call nothing . I felt and called the ***** department and am told they do not unblock the branch was suppose to make the call with me there so they can be able to activate my online then unblock the card . This is so unprofessional of FNB . Worse service I have received . The consultant seems not to know the product offered to customers if this is the kind of service offered . She is very much ***********. I do not have the luxury of doing up and down the branch just for my account or card to be unblocked