CANNOT REPLACE MY CHECKING CARD FOR YEARS

I am unable to replace/renew my checking card, for several years now!!!!! I reside in South Africa. i have tried several times via your website and also called your customer telephone numbers. today i logged onto your website and tried to get a replacement/new card via your chat function. they are unable to do so, so they transferred me to chat to another specialist. seems as though they do not have the questions to verify my acc. how will i ever be able to renew this card. this is utterly appaling, seems as though i have to physically go to USA, to get sorted. is this correct ???