FICA again?

In the beginning of 2015 I received notice that my Greenbacks points will be transferred to a card so I can use it to buy items and draw money. I was notified to pick it up at the Argyle Branch, Durban. I went there and was told that I need to FICA and do my biometrics at the same time. It took me a while to get my proof of address (Pretoria) and dully did it and received my card. I then told them that the card does not work as it is not loaded. The card division then said they loaded the wrong cards points and rectified it. I have a platinum Credit and Gold Cheque account with Greenback on it. The card still did not work and was declined each time. 2 Weeks ago I complained and they then said there was a problem with the loading of the card from the 2 accounts and they will send a new one. I got and SMS to fetch my card at the Argyle Branch and getting there today I was told in no uncertain terms that the card cannot be issued to me as I was not on FICA and the previous one expired in Febr 2015! That is about when I did my FICA! I need this sorted please as it seems that the bank does not want to give me my Greenbacks that is due to me. Please sort out this mess!