FNB Cresta Card Replacement Collection

My phone was ****** a few days before Christmas .I managed to get in touch with FNB ***** to disable my profile.Thereafter I had no access to my sim/cellphone.In an attempt to replace my cards, I had to go to the Cresta branch to collect.On the 10th January 2022 I called CDD Courier to confirm card delivery.The customer consultant confirmed the card had been delivered to Cresta 4th Jan.I proceeded to go the branch.I arrived at 15:38 ,estimate time to be assisted as per ticket -5mins.I left the bank at 16:50.I managed to get to a counter where the gentleman and lady tried to assist.The same gentleman /consultant who had signed for the card when it was delivered could not find it .He casually told me for security reasons a new card will be ordered.We started the process which took slightly under an hour -very pleasant experience.No apology was offered for the inconvenience from the gentleman who received the card on.the date of delivery.Thereafter he proceeded to assist me with reactivating my online banking profile.As I write I am due to go back in 5 days to collect the card. 2 card collections average of 3 hours waiting time.Not very impressive FNB.I am at to look at my statement to see if the charge for the lost card was passed onto my account.