Non-delivery and terrible service

I lost my debit card and had to order another one. For some genius reason when you are a private client they deliver the card to you instead of you having to go fetch it at the branch when it's ready. Fetching the card yourself is not even an option. Now, this is where the complication comes: I have been waiting for the card for two weeks and a bit. When I try calling my relationship banker I can never get a hold of her. I actually struggle with that as well. Constantly. I have left some messages for them to get back to me and have gotten nothing. These are services that you pay a premium for, and it's really frustrating when these things don't work or happen.