Reneged on promises made.

I received confirmation on the 21/04/2021 that by card was being couriered to me before it expires at the end of May. I then received an SMS stating that I have to go and collect it from my old branch which is 120 kms round trip. When I queried this I was told that I would have to cancel the card, order a new AND pay the replacement. I attempted to contact FNB on numerous occasions and was unsuccessful. I then lodged a formal complaint & was advised that I would be contacted within 24-48 hours to resolve the issue. It is now 96 hours and to date the issue has not been resolved.

How can a financial institution penalise their own clients financially due to their unwillingness to assist.

Definitely not what I expect from FNB.