Poor service and faulty information given

I app**** to replace my credit card that was ******. This process has been going on for more than a month. I spoke to a consultant and sent all required documents, including my proof of residence, to the email requested (19/04/15). I got no response and contacted FNB again on 8/4/15. My application for my new credit card was conducted and concluded over the phone. I requested that they send it to the FNB branch in Centurion Mall. I received a sms on Friday 10 April to collect my card from the FNB branch Centurion, not the one in the mall as I requested. This sms stated that I should have my ID as proof upon collection. I received another sms on Monday 13 April stating again that I should bring my green bar coded ID to collect the card. Nothing was mentioned about proof of residence. When I went to the Centurion branch to collect it on Wednesday, 15 April, they refused to give me my card with only my ID even after I showed them both sms's and explained to them the situation. When I asked what to do now because I will not be able to collect it on another day for the next week and I need. I got a smirk and a sarcastic answer that I should then just come back in a week...!