New card cannot be sent to nearest branch for collection - FNB Policy has changed.

Good day, My card expired and was sent to Portside branch, which is not my branch. I reached out to call centre and the indicated they cannot have the card sent to N1 city as they cant contact branches directly. I accessed the online app and chatted to a consultant online and was told that they cannot send the card to N1 city as it is not allowed. I was never contacted to ask me where I wud like to fetch the card? Now they say I must apply for a new card online if I am not going to fetch that one and if I get charged fees again must contact them and they will reverse it!!

What is the official FNB policy on sending cards to a branch closer to where you stay. I know it used to be done. Really not efficient service. Nedbank has the functionality to do this on their app.

Can someone from FNB indicate if this is official policy and why it has changed?

Greg