FNB what has happened to your service?

Generally I have had great experiences with FNB but lately they have been so inefficient. I have been really disappointed to see their service levels drop to where no one could be bothered to help you. I went into the bank to update my details as I received a message stating that my new Cheque card was going to be processed and I have since gotten married. Whilst at the branch,a really helpful teller,Thobani,updated my details and also ordered my new credit card. This is the SECOND time I have had to do this. He also gave me the branch number and his number should I have any further problems. Well my credit card arrived(quickly I might add). My surname has not been updated. Phoning is a waste of time,I keep getting the obligatory,” We are experiencing high call volumes” and when I have gotten through no one talks,I can hear conversations in the background but no one is willing to help me. I have phoned the branch,no one answers,I have emailed fnb cares(they don’t because they don’t reply). And I don’t believe my new cheque card has been ordered,mine has now expired. So am now forced to go back to the branch because I am without a card. Unless I want to use the incorrect one. So very inept.