ABSA Client Services in an oxy*****

My credit card was to be replaced after I reported ********** transactions on 17 June 2015. The courier company phoned me to ask where they should deliver the card and I asked them to send it to the Mall@Reds branch. The courier company informed me that the branch would SMS me when they received my card. I heard nothing from the Mall@Reds branch and went to the branch on 26 June to find out about the whereabouts of my new card, and was informed that my card had not reached the branch yet. When I phoned Client Services on 29 June, they informed me that Ivy at Mall@Reds had signed for my card on 23 June. Client Services were unable to get through to the branch, so I phoned Mall@Reds after speaking to Client Services and spoke to Ivy who confirmed that she had signed for my card on 23 June. Why was I not SMSed to notify me that my card had arrived at the branch? Why was I told on 26 June, that my card had not reached the branch?