Poor delivery and back up service

FNB arranged for my bank card to be delivered on the 28 December 2020. When I phoned on that day to get an idea of the time I could expect the delivery I was informed it was returned to FNB due to the poor service of the delivery team. When it was reordered and for delivery 7 Jan 2021 I again phoned to get an idea of the time and was informed it would be delivered the 8 Jan. When that did not happen I phoned on the Monday today and no one knows what has happened to the card. Please could I get some anwers.!