Credit Card

I had a credit card with ABSA for 2+ years and I also had a savings account and Cheque account with ABSA. I'm greatly disturbed with the level of service from the ABSA Gateway branch cause my credit card had expired and I went to get a new one. I can't remember the person that I was dealing with, but a female assisted me. She said that it will be delivered to the branch and that I'll receive an SMS till now I haven't received a SMS and it's been 2 months. When I called today she said that I have to pay for a new one and that it would have been destroyed. I don't understand why they wouldn't have called me and notified me that it was at the branch and I currently have two numbers that are active on my phone with no SMS. I don't mind paying for a new credit card, my problem is I've been a loyal customer of ABSA from 2019 and the least they could do is give me a call when my credit card arrives at the branch. This experience is making me want to change my bank now.