Card Request service failure

I ordered a card online a few weeks ago as my cheque card was due to expire May 2016. The order was confirmed for me to collect at my branch, 4 Merchant Place, Sandton. Last week Wednesday, I lost the card that was about to expire, which I cancelled but didn't order another under the impression that I was to collect my card that I already ordered. On 29 April 2016 I called the branch to confirm if my card was ready for collection, but was told that the person who could confirm that was busy with a customer, and would call me back. I left all my details, but to date have not been contacted. This morning I called the branch again, only to be told that I need to call *** to confirm the progress. Eventually I got through to Courtney Lubisi who said that she can see a card number on her system, but that the request was unsuccessful. She indicated that she can request a card for me, but this will take 3 - 5 days, and if I need a card immediately this can be done at a branch, but I will be required to pay R90.00 for this, and there is nothing she can do about the cost. I asked to speak to a superior who can help, and after being placed on hold for a very long time she returned telling me that her supervisor Farhaan Sallie told her the same thing and if I am not happy with the response I should lay a complaint. Courtney said that he will not speak to me, because his response will be the same. I have subsequently ordered another card online to be delivered, but now have to wait for that without having access to my funds. Had I known this, I would have ordered another card when the other was lost, but now have to wait for the 3-5 day period to lapse. Very disappointing for a bank that prides themselves on making life easier by being able to do these things online.