Disappointing service

My debit card expired and I ordered a new card via my banking app, I was told the new card will be delivered in 3-5 working days. More than a week passed and I called your contact centre to query, I was advised that I cannot be assisted with a new card as "KYC" is outstanding and I need to provide documents. I was put through to the "KYC" dept who emailed me a form and I completed and resent it immediately as my profile could be blocked. My complaint is:1) I was not informed of the potential blocking of my profile2) I am still without my new card3) Lack of communication The disappointment I am experiencing has *****ed my view of FNB.