How can you help me? By not being negligent and erroneous, and by righting your wrongs

I'm a new client. Applying online for an FNBy card for daughter. They sent the card with an entirely different name and surname. I lodged the complaint on their website. I received one call which was the consultant who caused the complaint, making excuses and denying it was her instead of apologising. Now I receive a message that I must call the couriers. Really FNB? When you messed up? You don't even have the decency to pick up the phone and call the client yourself? If you insist that I must be inconvenienced by one of your employees not being able to do her job, then explain why I should bank with you