FNB Flying Kulula Into The Ground

So I am writing this as I am just fed up now, I have a Kulula credit card which is handled by FNB, so number 1: my card expired about 4 months ago and I have called a few times and then was told to call UTI and still did not receive the card, so last week I called again to order a new card, after about 15 calls (no lies) cause the line was cutting or I was following the prompts but getting put through to different departments, I managed to speak to a lady who first told me she cant help me as she does not do Kulula, after I freaked out with her on the phone she told me I must hold and she will speak to her manager, then miraculously she comes back and advises oh she can assist, service at its best I tell you. So the card was ordered and then I got a call on Tuesday from the courier company advising they will deliver my card on Thursday, then I got a call on Thursday saying they will deliver my card on Friday between 9:00 and 11:00, well its past the stipulated times and my card is still not here, good on you guys for bull****ting customers. Number 2: when I spoke to the lady about the new card I also requested a limit increase, she put me through to another line and the lady then assisted me, so it allowed her to do everything but it pre-approved me however she said that I need to send 3 months payslips to their outstanding documents email address with my ID number and advise them that it is in regards to a limit increase, as instructed I did my part, I then get a nice email a few days later after I had to email again asking for feedback and it just said we are unable to assist please provide the following "ID Number" which I did, "supporting documents" which I did, "Full Name" Oh please forgive me I forgot but maybe if you paid attention and looked at the email where I put "Regards" and then "Request" which I clearly stated was for a limit increase. After responding and asking I am confused why they cant assist and I followed the process I was told over the phone, not once but twice I have still not received a response. Is this the way you guys deal with customers?