Delivered card at the wrong branch, they want charge money for new card, and the fault it's theirs! Incompetence

I'm so ****ed with this bank, 3weeks ago, I ordered my greenbacks card online for the 1st time, and I clearly stated that the card must be delivered at Westgate Mall Gauteng because delivery it's free when card it's collected at the branch. I received an sms last week that my card was delivered at Malvern branch in Durban, how did that happened ?? I called the call center they told me they will order a new card but I must pay for it, why must I pay for your fault and incompetence? You are quick to deduct the monthly subscription of greenbacks yet I have not had a card in 5years. This I won't tolerate!