Poor service

i upgraded to a cheque account in the beginning of January the lady told me she ordered the card, two weeks later i went into the branch a rude lady told me without checking on the system that i will receive an sms if the card is ready. today i called the branch and when they finally check the system they tell me no one ordered the card, then i called the call centre and the lady told me she couldn't assist me if i don't have my current card with me. and now i need to call them back when i have my card and then wait another 7 working days.useless!!!