Poor delivery feedback

Got a call 2 weeks back to upgrade my account. was told 3 days for account to be updated and 7 to get a call about a new card delivery. I can see that the account was updated my didnt get a call about a new card. Chatted to an agent via the app today and was told there was no order placed for a new card and if I needed a new card, I could order one via the app. I asked why the order was never placed and told I needed a new card and am able to place the order myself. and then for some reason the chat ended. The issue I have is that the job the person I spoke with when upgrading was never done firstly and then I was told if I order it, I need to play R160 which I was never told during the phone call so why should I have to sort the order and pay R160 for someone not doing their job correctly. Please resolve this and send my card as originally intended.