Card delivery

I have reported a ***** transaction on my credit card & cancelled my credit card on 29/11/2024. I then enquired regarding ordering a new credit card via the FNB chat suite on the app. I was advised by the consultant (Charity) that it would take 3-5 days so I ordered a new card on 01/12/2024 & expected delivery by 06/12/2024 which would be 5 days at the La Lucia branch as arranged. There was no communication by 06/12/2024 of my credit card.

On 06/12/2024 I had requested the delivery address be changed as I was no longer in the area. The consultant (Sanelisiwe) advised it will be delivered at La Lucia & the courier will contact me with the delivery date. The consultant advised they sent the delivery instruction & the courier will contact me to confirm if the branch change was successful & the delivery date. I haven't received any communication from the courier.

I then queried the status of my card delivery on 09/12/2024. Consultant (Gabriel) advised it is set to be delivered in 2 business days at La Lucia. I explained to him that I was no longer in the area & changed the delivery address. He then advised that a delivery instruction has been sent & delivery should take place within 3-5 business days.

On 10/12/2024 I receive a message that my card is ready for collection at La Lucia. I queried this & was advised by consultant (Portia) that once a card is delivered at the branch it cannot be moved to another branch & that a new card will need to be ordered. I advised her on the rescheduling of the card delivery to which she routed me to card deliveries to further query it with Sithembile who advised the card has been delivered to La Lucia. I advised of the rescheduling to which she responded the delivery details have been sent to courier the courier will confirm delivery details via SMS. There was no communication from couriers.

I checked today (17/12/2024) regarding my card delivery and was advised by consultant (Lezanne) that once card is delivered you can no longer remove card for delivery to a different address but will have to cancel the card & re-order.

FNB advisors on the app had completely missed my request to change delivery address & clearly do not process the info that is on the chat now leaving my credit card out for delivery for more two weeks now.

I don't know when will the ***** case be investigated too as my card delivery seems to be getting nowhere.

FNB should refer to the chat suite to confirm the above.