Brand new account and already charged incorrectly

This week I opened up a new Gold Cheque and Credit Card with FNB as I was getting tired of my current bank and the constant issues. I am starting to regret my decision. This has been one very irritating week, where no one gets back to you AND no one follows simple instructions of sending my cards to the branch to collect as I did not want to pay delivery charges. I get a statement now and see that FNB has put on a replacement card fee of R120. Now my brand new, never used account is -R120.... You people did not follow my instructions at all. The card had to be destroyed and a new one reprinted because you gave it to a courier company, even after my explicit instruction that I wanted both cards delivered to the Northgate branch. Now you are making this my fault! I think not. I want this inappropriate fee taken off of my account immediately. How can you charge your clients for your mess ups and lack of listening skills?? Please could someone from a proper email address (I am tired of emailing your care and info lines as it takes SO long for anyone to get back to you), EMAIL me with how this is going to be sorted out. I am a teacher so cannot answer my phone.