Poor Service again from FNB

Had some ********** activities on my account which FNB reversed on the 2nd of July 2022. I was instructed to destroy my old card and a new card was ordered on the same day. As I was abroad at the time I asked the FNB representative I dealt with to please keep the card at the designated FNB branch until I return end of August. Today, 26 August 2022 when I arrived at the branch they have no idea of any card that was ordered and kept asking for which account I needed a new card for. Needless to say I cannot access the account online because there is no card linked to it!