Protocol for missing cards!!!!who knows???

On Sunday 28 February 2016 I reported my card missing on the FNB lost card line. The call center agent told me it will take between 5 to 7 working days to replace my card. The lost card had then been cancelled. On the 8th working day I called in again, and spoke to a male staff member. He told me that I should give it 2 more days and if I have not received it, I should cancel the original request and card and apply for an emergency card. After 2 more days I called and was told by a very rude and unhelpful female that she does not know how the first agent could give me such wrong information. The card apparently had to be issued within 3 to 4 days, they only say 7 days to cover any mishaps. She said I must just wait until they issue the card, They will charge me twice if I apply again. I tried to explain that it was now more than 10 days and I needed to access my money, She was very abrupt and told me again to just wait! Is she going to support me whilst I wait to use my bank account? I think not. I am still waiting....FNB can go back to the conversations as it is supposed to be recorded for quality and security purposes. Maybe I must just close my account once I get my money out.