Why charge Service Fees on new bank cards that were never received

I went to fnb to do bond switching and i was advised that I should change my bank to fnb,I opened an account with them and Deposited R200 as required for new account(Fusion premier) ,of which i must wait for message to collect the bank card after sometime,after +-25 days I received an email saying i must submit the bank statements then i sent,after that they requested again the bank statement which i sent after 7 days,then I received other two emails requesting bank statements again and payslip to process overdraft which I didn’t want but was required for the account to be opened ,then i decided to knock off early and go the branch as it was long time on the process,then i was told the banker who was assisting me is no longer working in that branch and my things were not processed then i said its fine let’s cancel this whole process,i was then told i owe R382,66 in service fees of the card i never received meaning I lost R582,66 to fnb and without receiving the services requested.What a **** 🚮 All i wanted was a better bond loan!!!