FNB Customer service line poor service

I contacted FNB regarding access to the Tap-to-Pay option on the banking app. After following steps found on Google, I was still struggling because the app showed no Tap-to-Pay option anywhere. I then called the FNB customer service line and explained that I had misplaced my card and needed to set up Tap-to-Pay so I could still access my money. The agent informed me that I needed my card number, which I obviously did not have because the card was lost. I was also told that the card number is not available on the app and that I would have to physically go into a branch, get a new card, and set up Tap-to-Pay there. After ending the call, I continued exploring the app myself — and eventually managed to set up Tap-to-Pay on my own, without going into a branch or replacing the card. My question is: what is the purpose of a customer service line if the agents cannot provide accurate guidance or assist customers properly? The experience was frustrating and unhelpful, and it reflects very poorly on FNB’s customer support.