Credit card

My wife's credit card was cloned and cancelled last week. FNB ordered a new card that should have been delivered by now as they said 3-5 working days. However after she followed up with FNB they said the request was cancelled because there was no response. How it this possible, FNB is suppose to deliver the card?????? Now they must submit the request again. Another 3-5 working days Its been a week without a credit card. Maybe we should move to another bank that can provide a better service