Rude Consultant

I contacted FNB client services department today because I wanted to enquire about a replacement card which was supposed to have been ordered for me as per request I made to a consultant who called me for an account upgrade, seeing as 2 weeks has already passed and I still haven't heard anything about the order card. My call was received by the most rude Consultant I have ever dealt with by the name of Adeline who from the onset showed she was not interested in assisting me with ordering a card, she started by telling me that if she was to order a card for she would have to charge me for it, I then disputed that since this is a replacement of an expired card. She then said I better call the person who was supposed to have ordered the for me and address the issue with her, I then requested her to transfer me to that department, she refused and said I had to call them myself. I then explained to her that I could since I was already using a lot of airtime making this call. Eventually agreed to help me ordering the card, with a very rude tone she told me she would ask me a few security questions and if I failed them, she would not be able to assist me, these are the questions she asked: my id no : my name and surname : The amount of the last deposit in my account( which is my salary) : my salary date : The last amount of ebucks I used.

I answered all the questions she asked me as I was referring to my transaction history which was in my phone.

I was shocked when she said "sorry you have failed all the security questions so I won't help you. Go to the branch. Feeling frustrated as I am positive I passed the security questions, I requested her to tell me security questions i had failed, she said she would not tell me because that would be giving me answers that i should have known. I then requested her to give me a no that i could call to log a complaint as I was not happy with her service, she gave me an invalid no. I am feeling so disappointed as I have been banking with this bank for 9 years and even worked there for 6 years, that was not the kind of service I expected. I am still sitting with an expired card with payday being 2 days away. Worst service ever.