Charged for their mistake

So I had to get a notification that my credit cards are going to expire and to respond with an sms for delivery and I did, I never got a call from Nedbank so I assumed that they knew where to send my credit cards as we had issues with them before and they finally resolved and sent the cards to the Bellville branch. today I get an sms confirming that the Amex card is in the Bellville and 1 is at the Wynberg branch and when the Bellville branch calls the cards department they advised that I either go and collect my card in Wynebrg or pay and extra amount for the delivery to be changed to Bellville, and that was after I had spent 20 mins at the branch without assistance. Who gave them the Wynberg branch when I had fixed that error previously, why should i pay for something that is not my error?