Useless Service

Hi. My Wifes checque card got compromised about 10 days ago. we called FNB the next day. they said we had to cancel the card. a new card would be then re issued and delivered. they also said that the 2 pending *****ulnet transactions would then be re funded. we are still waiting for the Card. my wide cannot buy anything due to the lack of a cheque card. also when will the monies be reveresed?