My bank has let me down...

I changed my FNB account from Fusion to Aspire & noticed I was charged twice on bank fees. I "chatted" to an agent, Jonas, who ended the chat stating that I "took too long to respond" meanwhile I was waiting for his reply & didn't get one. Secondly, after the change I didn't receive my new card. I had a "chat" to another agent, Andrew - bless him, who advised that the card was cancelled & he couldn't see any reason for this. So does this mean that I must now order a card & be charged for my inconvenience???