FNB not helpful to Private Cheque account holders

It sucks to be an FNB client. I contacted them on 23 October 2020 re a ********** transaction. process followed and card cancelled. Two weeks later I still do not have a card and have had no further feedback re the ********** transaction. I have contacted private banker who remains out of office and FNB care all to no avail. Anyone recommend which bank provides service?