FNB Fourways Customer Service Fail

I dont want to come across like a complainer but I really wished FNB's customer service was better. I went to the fourways branch to collect my new fusion card and of course due to covid the lines were very long. Anyhow I went the next day and it was the same story so I phone and asked if maybe there was a separate line and they said no. So I suggested maybe directing it to my house, she then advised I would be charged for another card so I asked nicely if I couldn't just run in and get it. She advised me she would call me back and put the phone down. Haven't heard back since and apparently will be billed for another card if I wish to have it delivered. I have been a loyal client for a long time but I never get proper help, this is not the first time and I'm sure it won't be the last.