Private Banking Terrible Service

We have been a private bank client since 2018. At first we were very happy with the service we receive. A lot of private bankers were assigned to us during this time, as they moved to other departments. The last private banker that was assigned to us, we were not happy at all with the service we received. On the 18th of February my husband's wallet was ******, we immediately stopped all of the cards. I did send an email to the Private banker to make her aware of the situation and send us new cards. Nobody ordered our new cards. When we phoned on Friday, it came to our attention that the cards were only ordered on Wednesday the 22nd. According to the courier company the cards was supposed to be delivered by the courier on Friday the 24th at the branch. On Saturday we went to the branch and it was not delivered. ABSA called us today to confirm the cards is at the branch and were delivered yesterday

Why did the person on the email correspondence tell me that it can only be delivered at the branch? The private banking agent told me that you still delivered it at the preferred address?

Why was the cards only ordered 3days after the incident happened? Was it not supposed to be done when we stopped the cards?

I have to physically go and collect my cards at the branch for the 2nd time(hopefully it's there now). Why do I even pay for private banking if I do not get the service that was promised.