Poor service dew to system not available

I was informed via a SMS that a replacement card is ready for collection. The SMS was sent on 14 Oct 2019. On Friday afternoon at 15:59 I arrived at the Northmead branch and pulled ticket C41. Only one desk was busy while the other desks was busy with cash-ups and balancing. At 16:03 my ticket was called to the counter. I advised the consultant I would like to collect the replacement card. I was advised that the PSA system (the card collection system) has gone offline and they unable to help. It was said that this is a regular occurrence at 16:00.

I left the branch with no help from the management or any suggestion on how to collect this card. I explained that I work long hours and unable to collect the card during the week. For management it was easy - please collect your card on Saturday morning. Again after explaining that I am not available on Saturday due to prior engagement and need to be in Pretoria by 07:00.

How does a system go offline at 16:00? Now I have to take time of work and loss of income to collect a card, that was not a fault of my own at the time off collection. The consultant did try and assist the best she could.

I did find the service poor and very bad customer experience. Surly there is away to dispatch cards if a system is offline?