WAITING A MONTH FOR A NEW BANK CARD

My bank card expired at the end of Feb 2016 and before the month ended i went to the bank to collect my new card. I was informed that the card never arrived at the branch and they will cancel it and request a new one. They would then issue me with a temporary card. I specifically requested that the card be sent to the branch so that i can collect it. I was told that i would would receive an sms within 5 working days notifying me when i can collect the card. In the weeks that followed i was called several times to arrange delivery of the card either at home or my workplace despite me continuously requesting that it be sent to the branch. Now we at the end of March and my temporary card will expire and i still have don't have my bank card. I have called FNB today but was on hold for so long due the their high call volume and still received no assistance because I do not have my temp card with me and on top of all this they charged me R120.00 twice for a new card!!!!!! I cannot even call the branch because the branch no longer takes calls! POOR SERVICE!!!