False information regarding new cheque card

There were ********** transactions on my cheque card so I called the call centre and cancelled my card, on 6 May 2015. They assured me that the card was cancelled and they would order me a new one which would be delivered to the Norwood branch. They said they would confirm when it would be ready for collection (within 4-7 working days. I did not receive any notification so I called the Norwood branch and they said that no card has been ordered for me. I now have to go in to the branch with my ID to order a new card. I need my card in order to transact and I have been forced to use my credit card which has higher transaction fees!