POOR SERVICE

On the 14th of April 2021 I phoned FNB Private Banking to change make some changes. This would require a new card. The consultant informed me that I would have feedback within 5 to 7 working days. I phoned again on 5 May 2021 (as I had no feedback) and the consultant said she would have to re process the reference number . I had to phone again today, 7 May 2021. The FNB consultant informed that the reference number was closed and she would have to do it again. Why should I phone 3 times? Maybe I should change to another bank?