no one on call center no what they doing

i have been calling fnb since this morning, i finally get through as i want to get a new card online as my old card is damaged, the call centre person firstly did not no if i will pay for a new card secondly she did not understand why its not giving me the option online to replace my card, instead of her sorting the problem out she transferred me back to the call center so someone else can assist me, should this not be something she should no, i have been wasting my airtime calling whole morning and still cannot get assisted i get transferred back to the call centre