BAD SERVICE FROM HEAD OFFICE

I was issued with a card a few years sago which gives me a discounted price for a meal each year on my birthday.My birthday is coming up on the 23rd of this month and I was looking forward to having a nice meal there with my husband as I usuallly do. I unfortunately have lost my card and informed head office and they said that they will issue me with a new one. They said that the lady dealing with this matter was off sick but would get back to me but up until now, I havent heard anything from her, I have called them 3 times, but its always the same excuse. As far as I am concerned, this does not say much for good customer service and I am very disappointed with their treatment.