atmosphere in this bank is very incompetent, I ope...

atmosphere in this bank is very incompetent, I open an account and after 9 days I discover they never activated my account so no card ever arrived at my address. Now I have to wait again maybe second time they manage to open account (basics no?). I called on service phone to check status and they did not even try to identify issue (did not ask even name or account number) directly advised me to go to an office in person, why does service phone exist at all?