FNB bad customer service

I have been recently receiving very bad service from fnb call centers. my wife called in today to query information on her account she was passed from one call centre to another eventually the person she was speaking to told her that she doesnt even have an account with fnb and needs to visit the branch to open the account.how is this possible as she has had an account for over 2 years with always transacting last week over the phone we called in to upgrade her account to a gold spousal account,went into the branch on 20/08/2019 and confirmed everything is ok.she has not received her card nor can anyone assist her with her account.i now wanted to book flights with ebucks and it is not confirmed as they say she does not have a gold account.this is really frustrating as we have been calling in as well as visiting the branch .FNB what is happening with the service you provide