Complaint for bad service rendered

Utter disgusted by the service rendered by FBN card division. I called in last week requesting a replacement card. The card was delivered this morning only to find that on the front the card is not embrossed with my name but an old card number. I then decide to call the card division a lady by the name of Lesego answered the call. I explained my query to she then puts me on hold to call DSV (don't know for what) I clearly said the card was delivered this morning but my name's don't appear on the card in front. She then says I must order a new card and when FNB has charged me for the replacement fee, I must call in to request a reversal.

Whose mistake is? Do I have the time and money to be calling in?

I asked her very nicely to escalated to the relevant back office admin proprio assist with card ordering and ensuring that I don't get charged for the replacement fee x 2

She hangs up on me. Is this the type of service and what FNB represents?