BDO Card Delivery and CS Agents Are Frightening

Can someone help me? I've been with BDO for many years and ok naman sila but when my card was upgraded last month and their delivery people said walang tao sa bahay namin kahit WFH ako and I was there every single day, nireview ko cctv footages and wala naman pumunta. Ngayon di ko na magamit old card ko sa app at wla ako access na new so kahit pagbabayad ng bill di ko na magawa. Hindi sila macontact via email pati fraud department. They're hotlines are always busy din. Di ko na alam gagawin ko. So stressful.