Bad service / making promises they can’t keep

Before flying to Kenya from Cape Town on the morning of the 14th of December I realized I had lost my wallet. I promptly cancelled my cards. During a quick layover in Jhb I ordered new credit and Cheque cards, and got a temporary card to use in Kenya. The lady helping me suggested I pick up the cards at OR Tambo during the layover on my back to Cape Town on the 25th of December, and assured me that the cards would be ready for me to pick up. However going in to collect the cards earlier today only the Cheque card was available. I was told the credit card wasn’t delivered because FNB couldn’t get hold of me. They knew the exact dates I would be in Kenya (in fact I phoned well in advance to notify them) and that they’d only be able to reach me via email during this time. So why even pretend that it would be possible for me to pick up my credit card on the way back, why assure me that the card would be at the branch if this requires telephonic confirmation that they knew wouldn’t be possible? They knew I’d only be at OR tambo for a few hours. I can’t fly back at a later stage to come collect the card. If you know what the requirements for delivering the card are, and what your clients situation is, why not just suggest delivery in Cape Town after they’ve returned? Why promise something if you can’t deliver? To make matters worse, they put me in touch with someone that deals specifically with premier (credit card) account holders, who tells me that I have to phone the couriers myself to reroute the card to Cape Town?! As if it isn’t bad enough that the bank doesn’t do their job, as promised, they expect me to do it for them? As an alternative to this, not sounding very sure of how to approach the situation or what to do, how to help, they suggest I cancel the card and order yet another. Which I also have to do myself because it’s a public holiday and they’re unable to. It’s been a long, tiring trip and now I have to deal with this. After I was promised that I’d be able to pick up the card on my return, no hassle. I should’ve know, if something sounds too good to be true, it most likely is. Especially coming from a bank. It’s not even just that though. I told the guy on the phone that it’s ok, I don’t need the card urgently. It’s the fact that FNB was unable to offer a helpful, viable solution.