Why lie to my face?

I ordered a replacement credit card from Tumelo Mashishi about a week or two ago but she never ordered it and she told me she forgot. I then asked her on Monday to please order and she said she will order and i will get it latest today. I went into the branch to check for the card but Tumelo sent a very dark lady to ask what am i looking for. I told her i am looking for my card and she took my ID to go check then came back and said it has not arrived. When i started questioning how come it has not arrived she said it is because it was only ordered yesterday. A gentleman who is a consultant there asked to check if any request exists but he cud not find anything on the system. He asked me to call the credit card department and find out what happened but it turns out Tumelo Mashishi and her very dark and funny speaking female colleague **** about the credit card being ordered. She **** to my face and what is more disappointing is Tumelo has failed to order my replacement card twice. Is that fair treatment to a client who has asked for urgent assistance?