Cant get my debit card

My brother's card was returned by an atm he then went to the branch and informed them that he needs a new card that was Nov 2017, every time he goes there, they give him a lot of stories. At some point in Dec he was told the person who put a hold on the Acc is on leave he will be back the 15/01/2018. He then went back to the branch but still no luck he was told that they will sms him till today he didnt get any joy... I expect the branch to call him by 22/01/2018 after they have sorted out all the problems and give him a new card....