Disappointed with repeated poor FNB customer service

As a client of more than 15 years with FNB, and having given them my business via many vehicle finance deals and a home loan, I would expect a simple request for a new credit card to be uneventful. I used the banking app to order my new credit card and requested it to be delivered to the branch from where I can collect. I was promised the card in 3-5 business days. On the 7th day, I visit the branch on a Saturday only to find the card not there, and the tracking showed the card sitting with the courier company from day 3. There were no messages logged that the courier company tried to contact me. The staff at the branch were very helpful in attempting to remedy the situation but unbelievabley, the courier company was closed. So today, on Monday, the FNB staff called me to inform that the courier company will not release the card unless they speak to me, and that I should telephone them. I mean, what has that got to do with delivering a card to the bank branch? Is this the strange SOP that FNB has with its courier? This is the final straw for me with FNB. I am a client that gives and has given more than enough business to FNB but these uncanny and stupid rules, repeatedly on different occassions, has led me to throw in the towel now.