Service is an absolute disgrace!!!!!!

My Mom`s card expires now at the end of August. What an absolute nightmare it has been to get the replacement card. I have phoned the FNB card division who told me a new card had been issued but I must phone the courier company to organise delivery. I phoned the number they gave me and guess what? There was no card. She then went into the branch on saturday and once again they checked and wrote down numbers for 3 courier companies that we must phone on Monday as they closed on Saturdays. Phoned the one yesteday no they don`t have anything, Phoned the second number was on hold for I don`t know how long so eventually put down. Phoned again today and because my Mom doesn`t speak English I must phone card division again to say I don`t know what because I told them deliver to my Mom. She will have her ID and sign for it. What on earth is so ****** DIFFICULT!!!!!!! Have never experienced such appalling service.