Card not delivered

My cheque card expired in September 2022 and I placed an order 3 weeks prior to expiry date, to this minute as I type I have not received it nor have I had communication from my “convenient” Bank. I have logged a query and spoke to Jackson on Tuesday the 4th and he took my number to follow up since he is convinced my card is with Mr D but never came back to me. A week into a new month I still have to send myself money and do card less withdrawals. How tiring are the trips to the ATM? Solve this and deliver my card.