Complaint Regarding Card Issues and Service Experience

I am writing to express my frustration regarding a series of recent experiences with your bank. I am still reeling from a bad experience a week ago, and now this has added to my dissatisfaction. I was eventually requested to collect my son’s card at the branch—despite having already been charged for it—and was not properly informed about the next steps. More recently, my personal card had to be replaced, and I visited the branch on 02/05/2026 for assistance. Unfortunately, I was attended to by a staff member who was'nt friendly and polite. She can be identified through the audit trail on the service request logged on that day. Although she issued me a new card, I discovered after leaving the branch that all transactions—both tap and insert—were being declined. I have already changed my PIN and removed the old card from my app profile, so I do not understand what the issue could be. I am particularly disappointed that the staff member did not ensure the card was working before I left the branch. I was not escorted to the ATM to test it, which I believe should be standard practice to avoid situations like this. I urge your staff to carry out their duties in a professional and consistent manner, without showing preferential treatment to certain customers. I would appreciate your urgent assistance in resolving this matter.