Poor customer experience

My credit card expired about 2 years ago, on their banking app, they offered a new card at no cost, next thing my account was billed for a replacement card, firstly I ordered a normal card and only received a American Express card, I called their call centre, the ladies there kept saying they are logging a case next thing they disconnect the call, on both occasions,worst part is they already pulled up my profile details but don’t have the decency to callback, the advisor also told me that the American express card works everywhere even in garages, only to get to the garage and not work. I told them I want a refund as I wanted to get the card so I could transact from the account but didn’t have one..the consultants don’t listen at all. Poor customer experience