Premier cheque account client

My bank card had expired on 30 April 2019, I was expecting FNB to call me and inform me abt my new card but no call nothing. I sent a complaint via the website Thursday 2 May 2019, I received a response after 3 days later. On Tuesday I sent an email to Yolanda at the premier account department to call me back no response back, I called the premier department I was holding on the line for 13 mins I had to drop the phone I called again I left a voice message no one called left all my details including my refs number of my complaint NO Response. I called today I was holding for 8 mins eventually got through I asked to be called back, than after I received a called back after 2 hours later. Why must I go through all of this hassle with my own bank? Why must I get worked up like this just to get my card? Why fnb? Why? Is this how you treat your customers?