Fnb card devision

My husband is in america and we have tried to organise his credit card being delivered to me. After a frustrating time dealing with our private banker a month ago we were told the card division would contact me. They never did. His card has expired and he now cannot access his funds. 2 weeks ago I tried to contact both our bankers via email and cell...no answer finally got help on the suite who phoned him for permission and I was told I would be contacted last week I had to contact them again...no one knows anything so they phone him again for the 3rd time since a month ago and once again im assured it will be treated as urgent. This morning I had to contact them again with the case number and lo and behold once again nobody knows anything(are details not added to case numbers?) What is the point of a case number i was put through to jenifer from the card division who honestly just wants to be on holiday and has no interest in even reading to understand my complaint. Despite giving her the case number she insisted my husband needs to be contacted again for the 4th time?? I gave the number and she says she can't contact him. This is for a private wealth credit card and honestly all the so called bells and whistles mean absolute nothing because there is no service. Our private bankers Sweden and mandisa do not respond to emails and never answer phones. What is the actual point of a service suite that offers no service?? Case number CAS-***-T1R0L8