Paying for cards that you will not recieve

Visited the George branch today. Spoke to consultant Davion, TL ***lene en Martie the manager in regards to a card that I ordered in October 2023 that was never delivered, now I have to pay for a new card and then only will they request a refund for the non delivered card cause apparently they cannot call some one to manually arrange to send the card I paid for. This is bank is getting worser everytime you visit here