Customer Service Doesn't Exist

Received a letter last week telling me my new card (expires today) is available to pick up at a branch that's 30 minutes away. 90 by public transport.

So I called to ask why it wasn't simply sent to my home address instead of a letter. And could they please redirect it to my address or my local branch 5 minutes away.

They flatly refused. No further discussion to be had. No explanation was given beyond "we don't do that any more". Requests to speak to a higher authority were flatly refused.

Absolute scum.