Disappointing FNB service towards private clients

I recently lost me debit card and ordered one online to be sent to a branch in Queensburgh. However it was sent to the incorrect branch in Jhb due an issue on FNB app. Since then I have spoken to one person who was going to follow up and I have sent several emails. All I hear is their apologies and yet the issue is not resolved. No one follows up with me. I am the one sending the communications . The branch in Queensburgh was unhelpful was going to follow-up . I do not expect this level of service from FNB. There is a don't care attitude towards their clients. Even though I am a private client , it does not matter. I am still getting no extra service but being charged a ridiculous rate. It has been more than 5 working days and yet no resolution. FNB is the worse bank to deal with.