Consultant is refusing to issue out a card

I opened a business account online and after several struggles with business banking Dept, the card was finaly issued and sent to Phuthaditjhaba branch. When we went to collect the card after receiving an sms to go and collect the consultant by the name of Duduzile moloi at Phuthaditjhaba refused to issue out the card saying she needs all the documents that we submitted as she can not see them on the system. We asked her to contact online services but she refused and told us she can not assist us. The process of opening this account started in June 19th. We are now in august, the card is available but now fnb is refusing to give it to us.