FNB ATM freezes, Card unable to be removed, FNB unable to deliver me new card, I am charged for new card.

I have had the worst experience with FNB after the ATM I was using froze on Sunday. Firstly, the ATM froze rendering it completely unresponsive to any button pushed. Secondly, my card was now stuck in the machine. I got on the helpline, where the only assistance I was provided was for my card to be cancelled and a new one delivered to me. After waiting 2 days, I was phoned by FNB and told that the card cannot be delivered to me, and that I would need to go into a branch to collect a card - as my account does not allow for the card to be delivered. This is not only a waste of time, but also a massive inconvenience for people such as myself who work full time and are not able to make it to these branches before they close. Likely to stand in a queue, FNB is further encouraging the spread of Covid-19. Lastly, the charge for the new card is app**** to me - when it was the FNB ATM that froze? How is that possibly my fault and why should this charge be mine? Unacceptable customer service.