Very very poor customer service

I am due for a credit card renewal. Take a lot had called me last Tuesday to ask me if I would like my FNB credit card delivered to me the next day or delivered to the nearest brand I opted for it to be delivered to the nearest branch. The lady from take slot told me that it would be delivered the next day and I would receive a confirmation SMS once it is at the branch. A week has passed I didn't receive an SMS as yet. I had decided to go in the branch that I request the card get delivered to which was FNB at the Cornubia mall. On my arrival I had to select my reason For being at the brach and was issued with a ticket. I was number 38, they told me I had to see a consultant for my card collection, which I didn't mind. I waited in the quest for almost 30min and the que did not move. I had to leave the branch, as I had other urgent matters to attend to. I am very upset of the customer service recirved at the branch. Why is the no more a separated collections counter. I can't be spending most of my day sitting at the branch waiting to collect my Credit card. I still didn't get my credit card. FNB has really dropped the ball big time with regards to customer service. I have also request a credit limit increase on my credit card on the FNB app this is the second request I have put in and to date no one has called me for this matter. So all around the customer service is very poor.