Natwest card protection

Why does everything involving a helpline have to be so difficult??! On sunday the lovely card machine in banos swallowed my card for no apparent reason and so had to phone the lovely natwest card protection people to cancel it. Cue lots of stupid questions from the lady on the phone such as "so ecuador, is that in florida?", and "so when did you realise your card was missing" directly after telling her that my card had been swallowed by a cash machine. It took all my patience to restrain from telling her what an idiot she was. Grr......and calm