Unhelpful and inconsistency of information given at the call Centre

I can’t believe I received such unhelpful service from a call Centre agent at Nedbank. I desperately need to renew my credit card as I am leaving the country. Last month I was advised that if I phone within 3 months of the expiry date, A new card can be issued with an updated date. Today I spoke to a call Centre agent named Shevani Who did not ask me any questions as to why I need a new card, she just continued to tell me how they will contact me 2 weeks before the card expires and actually got upset at me when I told her it is not the first time I’m calling and I was told that it can be done.