Terrific Non-service - or terrible "service"

My wife had her card ******. We advised them, and had to arrange a Zoom meeting to order a replacement as we are now overseas.

The meeting took place, and Nokulunga Nqwiliso was VERY helpful. She explained the replacement system, my wife agreed, and she promised to email the documentation later that day, or the next day.

They arrived over a week later (after a couple of ignored emails querying it). My wife returned the documentation the same day.

Just under 3 weeks later have heard nothing more. Have sent a number of emails querying progress. All have apparently been received - but NONE have resulted in the courtesy of a reply or acknowledgement.