Poor Customer Service Care

Apparently, it is our responsibility to do follow up with them.

My FNB card is expiring today (31/10/2024) and FNB was so generous to notify me and renew my card automatically so. From that notification, it clearly stated that I will be contacted for delivery details. It's been over 2 weeks waiting for updates and today I decided to do a follow-up via Secure Chat and I was told that they are waiting for my delivery details. I asked if it was my responsibility to follow up and the response was "Yes, it is your responsibility".

How do I know that you FNB need my delivery address and how and where do I send them if I was not notified?

This is a poor customer service. Now I will be stucked with no bank card.

I have message screenshots as evidence.