Credit card problems

I had the payment holiday on my account due to COVID. I had to get a new Credit Card from African Bank, I spoke to someone last week as my current credit card was blocked, I was told that it would take 2 days and I can go into the branch to get a new card, went in on Monday and they told me that they cannot as the system does not allow it. I then phoned today to get feedback and they told me that they would escalate the problem, it would take 2 to 4 hours and I should phone back later, spoke to another consultant that told me no I have to wait till after another debit order goes off at the end of the month before they can activate.

Why is it so hard? One person has this story and other person has another excuse. So what if the insurance paid? I can continue at the end of the month as normal with my debit order, and a debit order went off after 3 months!!