The ***** department has still not contacted me or reversed the transaction

I had an issue of ***** on the 16th November, nobody had contacted me even though they have a 3-5 day policy, then I finally called them and got hold of someone who could assist me after 21 attempts, thereafter the person I spoke to said they will reverse the ********** transaction and I will receive a new credit card. I have already received a sms regarding the collection of my new card, however the reversal has still not been attended, so to them (***** Dept) the issue has been dealt with however the transaction has been been attended to?!? Why would I want to collect my new card if the transaction has not been reversed?!?