replacement card not received

I have ordered a new card since I have changed my surname I wanted my bank card to have the new surname as all my documents i requested FNB to contact me via my online banking they called and I managed to order the new card and they deducted R120 and I was told I will receive and sms within 5 working days to collect my card at Easy plan Arcadia of which I did not then I I made a followup call to FNB and the guy by the name Trevor told me that the card is stuck somewhere he doesn't know where so he will have to cancel the card then re-order the new card and told me that I will have to pay another R120 for something that I did not receive at all. This is **************** from FNB.