VM card replacement fee Refund - Discretionary fee?

I have been a VM client for over a decade

I ordered a replacement card on Thursday 7 May via your call center after it was ******. I was told today that card delivery would take between 3-5 working days

After emailing you after 5 working days, I only received first contact on 20 May (10 working days after request) - stating that my card is still at the courier and yet to be delivered. The courier contacted me and told me it would be another 2-5 working days as card is still in JHB. All in all 12-15 working days delivery time. This is three times longer than promised.

The card was only delivered yesterday on 26 May (14 working days later)

As the card replacement fee is a discretionary charge - as per your website terms and conditions (see link and text below ). I would like to earnestly request a waiving of this R167 cost of card replacement given the extremely *****long delivery time.

I have attempted to appeal for a refund via email and was declined statign "unforeseen circumstances" but given the awful service received - I am posting this review in order to persist with the request for a replacement card fee reversal.

Thanks in advance for humanity during this time

TEXT excerpt from your website - http://www.virginmoneycard.co.za/the-deal/

Lost card administration or card replacement fee is R167.00 and card replacement fee (we may charge a replacement card fee or lost card administration fee at our own discretion)