Empty apologies and lies

2 of my cards expired at the end of Jan 2019. At the beginning of Jan I tried to call in to request replacement cards. I could not get through, after trying several times.

I went to Benmore garden FNB branch to request the new cards. I was told to phone in.

I still could not get hold of anyone, so I submitted a request via site contact form. Only 1 card was received.

I phoned in to inquire about the the 2nd card, I was told if I request a new card via phone I would have to pay for the card.

I submitted another form query and was assisted by a different consultant who told me there is no fee for requesting a card via phone, he then requested a card for me. He also advised that my old cards have a 2 week grace period before the expire so that would give me time for my new card to arrive.

I tried using my card the next day, which was 1 Feb 2019 and was told "do not honour" as the status.

I asked to speak to a manager at FNB and was called the next day. She was very helpful and said she would have the cards delivered on Monday, (4/2/2019) and waiver the priority fee. And then it seemed like she then saw my card was a gold card instead of a premier card (I am still not sure why I was downgraded and would like a reason for this) and changed her entire approach, saying I would have to pay for delivery on Monday and that I would need to wait the 5 working days. I then advised her that I would leave the bank and she seemed completely unphased by this.

Every person I spoke to, only gave me an apology and then proceeded with another point for me to complain about.

Is this the service long time clients get from FNB? I feel like I trust you with my money, have been with no other bank ever and you give me empty apologies, lies, incorrect information and judgement by card level.