FNB frustrating customers and wasting their time, again!

I received an SMS from FNB, telling me that one of my cards is expiring: "Card ending 9999 is expiring soon. If you require a new card, order via FNB App or Online Banking" So, rather than wait, I attempted to order a new card. I tried on the App and I tried on online banking and could not work out how to do this. So I googled it, but that didn't help. So I rang the help line, identified myself, and was put through to credit cards where I had to identify myself again. I cut things short by asking how to request a new card on either the app, or online and was told that if I renew now, I will have to pay - I should wait until the card comes up on the App as expiring, then renew. Then why the hell did FNB send me the SMS in the first place.? Do they do this just to annoy customers? Or to induce people to incur an unnecessary cost? Really, what the heck is wrong with FNB? If the SMS had said 'courtesy reminder' or' even better, 'you will be sent a reminder', rather than implying that I could renew now, that might be better. But this is just another example of the unthinking system/process design. FNB needs quality testing of all communication with customers, ideally done by people with more than one brain cell. Really!