Poor service

I am so confused about FNB credit card division .Three weeks back I have received phone call form FNB credit card department.Their concern was that i am using gold cheque account ,that is not the same with credit card in other ways I was told that i am loosing points .they have decided to give me another card of which i have agreed.After that i ahve recieved a call from the lady Sharita about delivery of my card .my request was that the card must be send to Springs Mall.She said that they cant because they are no longer issuing card at springs mall.my question was that when was that because i collected the card at Springs mall end of September didn't reach conclusion.After that i have decided to go to branch Springs mall when i have asked them i was told that there is no such they still issue cards.I was angry when i tried to call them the other lady said i will have to pay R250.if i want the card to be collected at Springs mall of which it didn't make sense to me i didn't request any card i was phoned by them about the saving. What surprised me now is that that card appears under my cards when i check my cell phone banking .I cant have 2 credit card in one bank .all i want is for them to destroy that new card because i haven't received it .my question why it appears under my accounts .