card delivery card initially ordered in june people on the chat said they do not know what the branch did and they do not have access to communication from the branch level

I ordered a card on 02/06/2024 got a message that it was on route via DSV as it was meant to be delivered at the westgate mall branch but there was never confirmation of its arrival at the bank and i have since re-ordered and on tracker it is still on order placed and has not moved to order collected but im advised that it was collected last week wednesday and i'm bieng told that it will now take 5 days from tomorrow and i feel like there is no appreciation of the fact that between the initial order and the re-order which i'm not willing to pay for i have been waiting over three months to receive a card and i have had to repeat myself on numerous occasions with many different people on the chat , i'm not sure what they do with the issue raised on the chat after closing the chat.