2 Weeks and still no card....

On the 13th of June a FNB ATM swallowed my card. I immediately phoned FNB while standing next to the ATM to block my card. We then went to the closest FNB branch (President Hyper) to order my new card. After getting there and not receiving a ticket due to a broken system, we ended waiting for an hour to be assisted. The lady asked all the relevant questions and confirmed that the gold cheque card will be replaced in 4 working days but that I will have to pay if I want to get a replacement card even though the FNB ATM swallowed it. 2 weeks later I still do not have my card. Upon phoning customer care I am told that my husband's 2nd platinum card is cancelled instead of my gold card but no replacement has been sent to the requested branch (Cradlestone). Finally getting to the right person to talk to he asks me to confirm my card number.... which I obviously do not have... Why is FNB's service turning out to be worse each time I have to deal with them????