Owned by a Spanish Bank now Mac and about to be sold to another (The UK division of Santander).
The TSB has been through so many changes in the last 20 years that the staff are probably shellshocked.
Lets hope it gets better with Santander. Their online banking is very good. I cant speak for branches. They are now largely redundant!

PS Did you try the the "lost or stolen" number on the back of the card. That usually gets a response and they can pass you to the fraud team for a resolution