Wrote a Review, was promised service delivery in one work week, one month later, still stuck

After writing a first review regarding the troubles experienced with Virtual Cards, immediate contact followed quite quickly, but then, back to the red tape.

I received a phone call from an exceptionally friendly and understanding agent, on the 26th of June, to be noted, that they receive training for escalations from external sources. In this phone call, I was promised a simple solution I understood and agreed to, that would be resolved all within a business week.

The solution is simple: to resolve my virtual card issue, the proposal by this agent was to create a new credit card account, and move all my cards linked to the account, three in total, over to the new account, along with the balance of the old credit card account. I understood the technical issues and why this had to be done in this specific way, as I work in core banking myself and had confidence in this elegant and simple solution.

The failure: In that phone call, I was promised to receive all three credit cards in one delivery to minimise the inconvenience. The next step is for DSV to call me to arrange delivery. After a business week passed, I rep**** to a currently growing email thread I had not received any calls from DSV to deliver my card - turns out it wasn't a failure on their side, but there was a document I had to sign for FNB that the agent forgot about. Signed it, and mailed it.

The following week (week 3) DSV gave me a call to arrange delivery for one card, they did not know anything about the other two cards - I do not blame DSV, they are simply the courier.

Week 4, my 1st card was delivered. I rep**** to the email thread with the initial agent managing this escalation that I had only received one card, not the promised 3. Now, in order to complete the agent's solution that we telephonically and by email agreed to, I'd need all three cards, linked to the new credit account, then the old credit account is closed and the respective cards are cancelled/shredded + move the balance from the old credit account over to the new credit account, thus resolving the virtual card issue, which still isn't resolved...

Last week I received a phone call from FNB, this time a gentleman, that knows the agent managing my escalation, and the reason for his call was: "to better understand the situation", something simple, had suddenly become hideously complex, alas, nothing came from that phone call either.

No one is responding to my emails anymore.

Such a simple solution that was promised in a week, is now turning into months. I have one useless new credit card I can't use yet because the balance of the old credit card account had not been moved. I'm still stuck with the old credit card account and my initial problem with creating more virtual cards.

What is the hold-up? Where did this simple solution go so very wrong?