Red face !!!!

I am very unhappy with FNB. I've been a client for more than 20 years. I filled my car up with diesel on Wednesday, and wanted to pay with my card. After 3 failed attempts, I had to phone to make alternative arrangements to pay. VERY embarrassing. A day later I had the same problem with my credit card. When I phoned customer care - the number on my card, I spoke to Londiwe. He informed me it was blocked because I need to confirm ID and proof of residence. WHY DIDN'T FNB INFORM ME OF THIS ???!!!. He said they did send a sms. I didn't receive anything. I wanted to speak to someone to give proof of their correspondence. He said I must hold the line...I'm still holding.