Pathetic card service

Absolutely pathetic service!!! In October month I've chosen the option to replace cards before it expires. After a few weeks and no cards has been received, I enquired with them but no response. Now are the cards expiring today, I'm chatting with consultants through secure chat but they are completely ***********! First the one said she will escalate the case, then no order was placed all of a sudden, then the next one said the case were escalated on 26/11/2020 and by the previous one, then he transferred me to another department. that consultant just said I must order a new card and transferred me once again. Each time I must explain my case from the start! On online banking. I've cancelled my card but can't order a new one, I get an error 10166.