FNB - charging additional fee for cheque card delivery and useless, unhelpful online banking team

My cheque card has still not been delivered. My team of online bankers are consistently completely and utterly unhelpful. They first told me to wait 3-7 working days, so I did. Then, they told me to just wait for the courier company to phone me! Obviously this is completely unhelpful and unacceptable.

I already had to resort to phoning the FNB call centre who put me through to UTI, because my team of online bankers keeps giving me completely unhelpful answers. Joseph from UTI informed me that FNB will charge me an ADDITIONAL fee in order to get my card delivered tomorrow. But this is 7 working days as per FNB's promise in writing and what the Consultant told me when I was in the branch over 7 working days ago, ordering a new card. Please advise as to why I must pay an additional fee?!! This is ridiculous and absurd and I will absolutely not accept any additional fee.

I am taking my business to another bank.