Unannounced and embarrassing blocking of a secondary card.

My wife has a secondary card on my standard bank mastercard. I got a call from her an hour ago saying her card has been declined and do I know why. I then contact the card division to be told that her profile is incomplete and card has been blocked. As the primary card holder I pay the account, I provided all the necessary details for the opening of the account etc. We have had this card for at least 10 years, and yet my wifes profile is incomplete. At no stage was I notified of this problem, and I belong to private banking. I have asked for what communication was sent and when as I certainly received nothing. This whole episode if frankly embarrassing for me, and my wife has now been hanging around for over an hour whilst I run around trying to get the card unblocked.