Who trains your staff and can you fire them?

1) My cheque and credit card expiry dates are approaching. 2) I stop at my local branch (Durbanville) to ensure the replacement card order is in the system and double check they're to be sent to the right branch (in my experience not FNB's strong suit) 3) I'm charged for the replacement card which I find odd, I inquire with the lady assisting me and I'm told all cards are charged for. 4) I follow up telephonically with FNB card division who inform me that the assistant was incorrect and that a waver should have been app**** for to reimburse the charge and that only new cards (as in lost cards that need replacing) should be charged for and not cards that have expired. Now I have to go back and queue at FNB Durbanville to apply to be credited back with a charge (according to FNB telephonically) I should never have been charged for? Now, FNB are never short in charging their clients for anything and everything, my question is, are you going to pay for my time and effort going back to a branch to sort your ineptitude?