Shocking service delivery from FNB

I am trying to get money out of my travel card, issued by FNB CRESTA, but they send you from one place to the next, you call them, you go to the branch, you access the app, nothing works - then when you ask them for help all they say is that they cannot help. It is their card, issued by them, administrated by them, and yet they cannot help you get your money out of the card. Absolutely shocking.