credit card payment

I am so disappointed with FNB after being with them for song long , I change my account in June and advised the credit card department on this , they sent me a for to fill with the new account details , I did that and on the form I clearly marked that I want them do deduct the minimum amount due , to my surprise FNB deducted the full amount , now my other bank account is in arrears and my other debit orders will bounce back , leaving me with massive back charges and ruining my credit record , I don't understand how FNB can be so negligent and so ******** , 11k is a lot of money for them to deduct without my instruction ,to make matters worse I order a new card with them 5 days ago till this day no communication on when I will receive my new card , please rectify this FNB it is costing me money , the more you delay the more charges I incur , I cannot be paying for your mistakes, I tried calling the credit card collections I was put on hold for over 40 minutes