Poor service on credit card department

I have app**** for the credit card mid year, after it was approved the consultant said I will be receiving a message in a week's time to collect the credit card and I never did. I went to the bank several time after the credit card was listed on my clear score account. It's been 3 months now no feedback from the bank. Whenever I go there, they say I must leave my ID number and contact details they will get back to me yet they never did