Swallowed card cannot be replaced

I am on private banking with FNB. My daughter went to an ATM with her card to try and withdraw some cash, and the card was swallowed. I called the bank and faced frustration with trying to get a hold of someone to assist me but when they eventually helped, they said I could go into the branch and collect the card anytime. I went into the branch and lo and behold, I was told that they could not issue me with a replacement card because their systems had changed and I was supposed to come in with a birth certificate, to order one, then come back to collect. My question is: FNB have you finally lost the plot? Why didn't the person on the call tell me to go into the branch with the certificate in the first place? secondly, have you lost the birth certificate I submitted when opening the account? Why must I struggle to get a card from you? My Private bunker has gone lost in the mix. Raised a query for her to respond but dololo. And to think I pay over R400 monthly for these services? I am on the edge here FNB. Sort this out.