Card delivery botch up

My credit card and debit card was due for a replacement in December. When I contacted them in November to ascertain the date when the new cards would be delivered, I was told that I would need to regularly check on my app myself to see when it would be delivered. I asked if I could arrange a time beforehand as I had a lot of work responsibilities in December and wanted to ensure that I was available for the delivery. I was told that if I did that I would have to pay for the new card. I resigned myself then to checking daily when the card would be ready. I was contacted re the credit card delivery by die courier company (no communication from FNB) and a delivery to my place of work was arranged. I asked re the debit card, but the courier had no knowledge of that card. Mid December I recieved an SMS from FNB to inform me that my card got delivered to a branch in a town 40km away from where I live. When I tried to contact FNB re this, I was told that the department who handled deliveries were not available that day and to contact them again another day. I contact them again two weeks later now via the secure chat which is utterly unhelpful. They first just told me that unfortunately the card is now at the branch in the other town and they cannot have it re-delivered to me. I was instructed to order a new card. When I asked if I would now pay for this card that I needed to re-order because of their mistake, I received no answer…I was only told that someone from card delivery would contact me. My card expired in December and now due to FNB’s poor communication, I am still without a card and it looks like I will have to pay for their mistake.