Pathetic service on the banking app and call centre

I had lost my credit card yesterday while shopping and tried to block the card on the app, the only option was to order a new card after doing so I found my card. I tried to cancel the order and unblock my card on the app which was not successful. I then called the call centre today which is within 24 hours and to be told the card cannot be unblocked and a new card will be sent to me with a fee, this is not acceptable as there was no prompts informing me of this . I will be taking this matter to the financial ombudsman if not resolved. the service these days are so poor and pathetic. Other bank have a more user friendly app unlike Standard bank