Cheque card delivery

I woud like put complain on your car division department for a failure to deliver my cheque card .i have orderd a card last year 15th dec hoping to receive some fund and use the card to hire a car with avis for the 29th of dec or 30 for my holiday to the eastern cape with my family.several times i have called and chatted to the bankers or agent s but nothing as yet been done. As i lay this complain i havent received my card.im not sure if it appropriate to close the account as ive lost quite a lpt of money due this inconvenience as my festive holiday was cancelled on the last minutes due lack incompetence by fnb.i woud like to knw what steps do i need to take regarding my loss.thank you