poor service

Recently upgraded and it’s a mission just to get my card, it’s almost two weeks and was told the card is at the branch and when i get there all they do is to blame courier services. one of consultant says to me the branch can offer me a temporary card until i receive my original card and she doesn't get that it’s all about the service not the card. Now wondering why we even "Private Clients" i don't see the benefits and where is my private banker to sort all this out? I have to be the one calling to asking about the progress and to get this issue sorted. Pathetic service!!