FNB never fails to disappoint.

My cheque card expires today, 30 April 2018. FNB always issued a card long before the old one expires and it's their responsibility and not the customer's as far as I know and am concerned. I would firstly like to know if this is still bank practice or did the service deteriorate beyond this point? I've spent 20 minutes on the phone trying to order a replacement card over the phone. First the operator tried to get me to phone another number "because she would have to charge me R100". I said that it was unacceptable, that I would take it further and she should help me or transfer me. She decided that she could help me without the incurred cost. She couldn't find any of the branches around me, and I had to google the branch numbers for her. After more than 20 minutes, she informed me that she was having trouble with the system and that she would have to phone me back. After previous experiences of non delivery by FNB, I elected to rather go to a branch. The one branch has a waiting tome of 50 minutes and the other 30 minutes. I am not so lucky to have the day off and can't spend so much time in a bank sorting out a problem that should not be my problem. I just need a bank card. It doesn't have to have my name on it. It doesn't have to be a private accounts card or a gold card (I have already downgraded from private to gold due to non delivery). I just want access to what is mine.