Holding branch not updated by consultant

Earlier this year I went to FNB at Middelburg Mall to have my address updated. My cheque card expired now in December and I was informed by FNB that my card has expired and will be couriered soon to my branch. Since I had already updated my details with FNB I assumed that they will send my card to Middelburg Mall branch. Then I got another sms to say my card is ready for collection but at my old branch, so I called FNB and informed them that I can't collect my card at that branch because I don't live there anymore and need it to be couriered to my new branch were I updated my details. Now I am told that I have to pay R120 for that. My question is why was my branch not updated when I took my new proof of residence to Middelburg Mall. Or why was I not advised that my cards will still go to my old branch. What's the use of updating my details if in actual fact they still remain they same? Why would I go and update my address if I still want my things at my old address? Why must I pay for someone's incompetence?