False promises

<p>I was called last week to upgrade my account. On accepting the offer the lady over the phone said that I would receive a new bank and there would be no costs what so ever associated with the issue of the new card. Just to make sure I asked her if she was sure that there were no costs and she said yes. I receive a SMS 2 days later saying that I should collect or request a new card at my nearest branch. On Sa****ay morning after spending almost 45 minutes standing in a queue I was informed that I will be charged if they were to issue me a new card. I refused to pay this as I promised a new card at no additional cost. This is pure misleading a customer. Can someone sort this out so I can get what was promised to me at no cost.</p>