Poor service

My husband opened an account for our children and because he is hardly around he tried several times to apply for a secondary card so that I can enjoy shopping at his absence. The last lady who tried to assist us was at Johannesburg church street Ackermans and she said we will get an sms, we are still waiting for the sms, but I personally think she knew we were not going to get it coz she said keep these forms and come back with them if you don't get the sms and she kept saying it coz she knew it's not going to happen. It's two months now and I'm battling to get a card, we visited 3 different branches and no one is willing to assist, so Why keep an account I can't use? I will make time to go into one of their branches to close the account.