Unsatisfactory service & assistance

On July 11, 2015 I went to the FNB branch to apply for a credit card. I was assisted by a kind gentleman who helped me & took all the necessary documents once my application was approved. On Monday a consultant called to confirm everything which I did. Yesterday I received a sms from FNB requesting for me to fax my quote through. Not knowing what was required I emailed requesting for assistance only to get a request from the server advising that the mail was deleted without being read. This morning I then had to resort to calling and speaking to a consultant who advised that the documents from the sales staff was not received and I need to send the copy that I had through. I did so to the new email address she provided & you guessed it, yet again the email was deleted without being read. Now highly frustrated I call card division and was assisted by a wonderful guy Thabo, who ask me for my details and then checked the system only to advise me that everything was there and attached all along & that he will escalate it through, but I now have to wait longer for my card. What kind of service is this??? My 1st experience with FNB & it's a bad one.