Bad service

I ordered a new credit card on the 08/02/2018, i was advised that the card will be delivered to Southgate store within 10 days, I was charged R85 for lost card administration fee. To date i have not received a notification of card being at the store, i called your help desk and waited over 20 minutes for the consultant to advise where my credit card is.

So i am asking will i get the credit card or will you refund the R85 that was charged?