Treated like Cattle-Class Citizens

Awful. My card expires in May, during lockdown. I'm used to new cards being couriered, but instead I get a single SMS on 1 JULY telling me they've delivered a new card to Greenstone - they never asked if that was convenient for me, just said it was delivered there. No further instructions, to time limits or fees mentioned. I go to Greenstone after lockdown is eased a bit and the queue is around the block - I don't have time that day. I return another time, get into the branch quickly, but then have to sit there waiting for an HOUR for such a simple transaction. When the slow and disinterested teller finally sees us, she tells me the card has been destroyed, as there's a time limit that they failed to mention. She says she'll have to order another one, which she does, but fails to explain that there will be an almost-R150 charge AS IF I LOST MY CARD. I only discovered this charge on my bank statement. I've been using Instant Money for 3 months now, because I don't have a bank card.