My FNB debit card is due to expire at the end of May 2025

My FNB debit card is due to expire at the end of May 2025. As should be the case a new card should be issued at no cost. FNB started the process and the card never arrived... now when following up I was told to order a new card on the app and guess what, I am being charged R160 for it. Why should I cover the costs for the banks incompetence the first time around.