Poor service

so i finally received my credit card today after so much hassle (thanks to the complaints dept) . I contacted the Credit Card division to request a switch over (i have n exiting credit card with another bank) and was sent from pillar to post. I finally got through to Lyn Gordon who refused to assist if i could not confirm 2 transactions on my cheque account. She said she would email me documents which was supposed to have been emailed the day i agreed to take the credit card. Am i required to contact FNB every time i need something done?