Poor Support from (most) FNB Support Agents

My wife and my debit cards (both linked to my account) were due for replacement. My card was due first and DSV wanted to deliver to the N1 City Branch so I spoke with them and changed to a home delivery, no problem. Today I get a message that my wifes card is going to be delivered to the N1 City branch so I call DSV and ask to change the delivery address. They agree to but insist they will charge for delivery even though its only an address change. I log on to secure chat, your agent insists that my wife must initiate the chat on her app and profile, I keep telling the agent that she cannot do that as she doesn't have an account, her card (a secondary card) is linked to mine but the agent (Masala) isn't interested and keep repeating himself. I ask the agent to contact DSV and change the delivery address but again, not interested. Agent keeps trying to disconnect the chat event though I keep telling him we are not done yet, eventually he just disconnects anyway with a merry "have a nice day".

I then speak to your customer support toll free number and get told I should just let them charge me and claim back a refund (not sure why this is my problem now). Then I try log a complaint on your online compliment/complaint web site but the site refused to accept the verification code (The response parameter is invalid or malformed.) so after 6 attempts with different generated codes (surely I got at least one right?) I give up and come here to HelloPeter

Back onto secure chat, now with a very helpful and responsive Nompumelelo who with a few strokes of the pen explains that it is indeed a secondary card and that she has just issued the instruction to DSV to change the delivery address (which I later confirmed with DSV) at no charge.

Why was this so difficult, why was the customer being instructed to do things that can't be done, why did the didn't the agent manage the relationship with DSV on the customers behalf (as Nompumelelo eventually did), why was your telephone support insisting I just pay the charge and request a refund? Not great service, it took me over 1.5 hours to resolve, I expect my bank to manage these services pervasively on behalf of their clients...

Don't get me wrong, FNB are a great bank when things are working as they should, especially on the digital front but this was a very negative experience...