Extremely Bad Service

Just before I had no choice but to order a new card as two amounts went off my card without my approval I immediately reported to FNB and ordered a new card which of course they charged me for even though it was not my fault. I then put in a complaint and they promised to credit me to date nothing. Last week I queried when I will receive the new card the lady promised to chase it but still nothing. Today I chased it again just to hear some lie that they tried to deliver it on the 2nd and I didn't have ID available to receive the card. I have not seen or heard from any courier service and the only solution they can come up with is I must go to the branch and collect it. What disappointing service.