Unprofessional Service causing delay to application

My husband has been trying to get a secondary card linked to his credit card for me, as I am going overseas month end. 3 Weeks ago, we went to Absa Westgate and dealt with Anny Motsepe. She did the online application, and then advised that it seems that there was a duplicate application and that she had to wait to see what happened, but that we could call her to follow up. The timelines were made very clear to her. We have followed up for the last 2 weeks, with no joy. Yesterday 11/05 - Anny called my husband and advised that we need to come in, there is a document my husband needs to sign, and we need to bring a proof of residential address and copy of his ID. We were willing to go in yesterday, she advised to rather come in this morning 12/05 at 08h30 when the branch opened as she had other clients to attend to. We were there at 08h30, she was not. The consultants at Absa were trying to get hold of her, she was not taking calls. They came and asked if we would be willing to wait as it seemed that she had taken her child in for vaccinations. I advised that we had another urgent appointment in Centurion but could come back later. I left our details with reception, but have not received any calls. I have tried Anny's line numerous times, with no answer. I have 2 and a half weeks before I need to be on the flight. I don't know how long it will take for the card to be issued, if the application is ever finalised. This is a very unprofessional way of doing things. Surely there is someone that can expedite this?