Reckless behavior

I had app**** for a card replacement with Discovery Bank. The process went on smooth until the card was handed over to DSV. I was shocked to find that the driver has left my card with the security guards in my complex and didn't even bother telling me. Mind you I spoke to the driver Lucky Ngoveni and he knew I was available to receive my card. When I called Discovery to find out how is this possible, the consultant was so nonchalant about it.