FNB charge Private Client rates for beyond poor service!

It was recommended by FNB ***** division last Tuesday 12th to cancel my credit card due to a challenge at a retailer. The consultant understood the importance of getting the card Friday for weekend use which he stated was possible. Tried to ascertain a branch for collection but was not possible as the system was problematic. Direct courier to my workplace was determined best. I provided the address. I was in meetings all Friday and had left request for the receptionist to get me from my meeting to finalise receipt of the card. CCD called - they did not arrive. I missed them and I called them first thing Monday only to be told they were calling on Friday to get my address - my credit card is still in JHB. CCD did not call FNB for address. Now I must wait till tomorrow - Tuesday 19th. My Private Banker took more than 2.5hours to get back to me with a mere apology. Why do I pay extra as a Private Client to get this service? Tried to complain online this morning but this did not work. Perhaps a move is in order.