Whose fault is this?

When your Woolworths card is faulty, the replacement is a tedious process. Each time you apply for a card that works (this is my third application) a raft of documents have to be completed. The wait for this latest card has been 3 weeks only to find that the card was sent to Stellenbosch Station branch instead of Herm**** Station branch. I understand that mistakes are made, but when I am informed that I must collect the card at a branch over 100 km away or go through the application process again, one has serious doubts about genuine customer care. Does the conveyer of this instruction have any idea of how discourteous this is to a customer who has done nothing wrong from the start. No delivery to my branch...no more support.