How can we fail to help you, once again?

I opened a youth account for my daughter which is linked to my account. My daughter is away for the school holidays and is stranded without funds as her card does not work. After a lot of wasted time to investigate the problem it came to my attention that her card was cancelled. This happened without any communication to me whatsoever. It could also not have been foreseen as the card only expires next year. Upon my inquiry I was told that I did not respond to requests from the bank. I indicated that I have not received anything and asked if I could be referred to it. I was told that they usually send it by sms. So my daughter's account was closed and changed to another, more expensive, account and her card cancelled without as much as a phone call. Even though I am overall happy with the services of FNB I have complained about their lack of communication to many times. Do you not want clients? Can you not pick up the phone and call your client before cancelling a card or closing an account, leaving a child stranded without funds? I have logged a query with their complaints department, but sadly without reply to date.