Terrible Service

I went to FNB to order order new card. I asked them to make sure it will be sent to my Capetown Branch with my new address and they confirmed that this would be done. ONLY TO GET A CALL SAYING ITS AT EASTGATE. I live in Capetown and in a middle of a PANDEMIC. HOW WILL I COLLECT THIS CARD!!! They have a nerve to charge me for a new card when I'm not the one that *****ed up. What's the point of proof of address if they just going to do their own thing. USELESS