Horrible service

I have used a standard bank cheque account since 2019. I have always ordered a replacement card through the app is I lost it. On 30 June 2024 I lost my wallet which had my credit card and cheque card. I immediately reported on the app and ordered a replacement, I got confirmation on the app that my cheque card is ordered and will be delivered to my address. For the credit card app wouldnt let me stop the card or order replacement as I missed instalment on 25 June so apparently it is blocked /disabled.

Yesterday 11 July I called in customer care to follow up on my card as its now showing "active" on the app but I have not received delivery. I was advised that I have to approach the bank for a new card as my account is no longer a cheque account but a debit/savings/Mymo. The consultant informs the cheques status was changed around January 2024 and she is unable to tell me why it was changed or why I was never informed of the change.

I mean firstly you block my credit card for missing one repayment and refusing to allow me to report it as lost and ordering replacement, then you unilaterally change my account type without the courtesy of notifying me or giving reasons.

I have given you positive reviews before on this platform an always stand up for you on social media platforms.

I do not deserve this unjustified hostility and disservice from you.

I wrote emails to your office stating I will be needing my cheque or credit card to hire a vehicle for my trip today 12 July for my trip and that I would deposit funds in the cards. Now I find out the cheque account card I have been waiting for will never arrive as I do not even hold a cheques account with your office.