FNB Call Center can't help customers

Called the FNB call center to find out when I would receive 2 debit cards that are due to expire at the end of the month and the consultant, who required my ID number twice to get into the system, started arguing with me that I don't have cards with FNB, when I'm looking at the card in my hand. Needless to say, the consultant was unable to assist me and needless to say, I don't know if I will receive cards from FNB when these expire - not the 'service' I expect from my bank!