Private Banking - how can we NOT help you??

I got upgraded to Private banking on or about 16 April 2015 via internet banking. I was given two options for card delivery and opted courier to my home address. On 28 April (am) I phoned my `private banker` Colleen Julies enquiring about the card that has not arrived yet as I was leaving for overseas on the 3rd and would have liked to use the benefit of the `slow lounge`. She informed me that I should rather go onto internet banking, cancel the card and request re-issue card and request card to be sent to branch as this is a quicker option and will take 3 days for delivery (please check your call logs as this was specifically requested and confirmed).This morning 30 April, I went to FNB Cape Rd, they do not have the card, sent me to Private banking Newton Rd (that do not deal with Private Banking) and sent me to Walmer Park who sent me to 9th Ave branch where private banking clients apparently get helped. I phoned Colleen (she did not reply to my earlier message), she just blamed everything on all the Public Holidays - just excuses and no help! To be quite honest, she couldn`t put the phone down quickly enough! What about `how can we help you?!