FNB CARD FAIL

My card was de*****ed on 19 November. I called on 22 November. FNB Visa reversed the charge, and cancelled my card. They told me to use the app to apply for a replacement card. The app is a disaster and you need to apply from scratch. On 23 November I called and app**** telephonically. The agent did not process the application. On Thursday 2 Dec, I enquired the whereabouts of my card. FNB claimed no application was made ie I am a ****. Today I called to ask where my card is after explaining the urgency on my call of 2 Dec. I was told that I must pay extra due to their failure a second time to expedite my application an d deliver the card within 24 hours. I am closing my accounts if they do not deliver my card on or before 9 December, and/or charge me for expediting my application that they failed to process