New account gone wrong

I opened a new cheque account with FNB on the 09/02/18 and specified that I would like my card with my initials and surname on it. The consultanted that assisted me told me that she ordered one for me and I will receive a message to come collect. I did receive a message 5 days later and I went to the branch to collect my card only to be told that it was not ordered and there is no record of it being ordered, really I have a text that states I should come collect? The lady from collections told me that there is nothing she can do but give me a normal card, I told her that if I wanted a normal card I would have got it the day I opened my account right. She said I should order one on my online account. I told her that I am not registered because the consultanted that assisted me to open the account said we need the card to do that. She did not even bother to show me how it works. This is FNB in Main Street Johannesburg. I need a way forward because I would a card that I preferred when I opened my account.