Atrocious and appalling

last month, around the 26th Oct my card got swallowed by an ATM because i had forgotten to remove it from the ATM, i went to FNB Bethlehem to order a new card and was charged for that and a temporary card, yet i still not received any card, i have since moved from the previous town i am staying in and now stay in elsewhere. but that is not the issue here, the issue here is that only this morning did i receive an email from FNB notifying me that i shoul go and collect my card in Bethlehem after i went on their website and filled in a form of complaint. now question is, does FNB expect me to jump on 2 taxis to get to bethlehem to collect my card or leave that on and apply for another, and still get charged for the second time for something i did not even get the first time.