Deactivated Card and No Service

I have been a Nedbank customer for over 20 years but in the last 3 years the service has gone down so badly I am considering closing my accounts with them. When they changed to chip and pin cards I discovered this by my card being swallowed by an ATM. Thank you for the shock tactics and absolutely NO NOTIFICATION beforehand. Some time has passed and now my card is being declined when I try to pay with it. I have emailed a complaint on their website - and received a reference number ***9. Two full working days have passed and I have heard nothing other than a rather useless SMS to the effect of using the Nedbank Money App. Am I being forcefully coerced into wasting 45 minutes to an hour of my time having to go into a Nedbank branch (unneccessarily to my mind!) especially in the time of covid when we are being urged to do more online!! This same week my husband's online identity was suspended due to "irregular online activity" when he had in fact only tried to log in once. What is going on here??! What I expect from a bank is simple - security for my funds, consistency in my use thereof (ie, NOT having my card deactivated because some random person felt like it) and ample notification that things are going to change. I am also rather shocked at the lack of response from Nedbank, obviously they do not care about their customers' satisfaction at all. Instead of service, I merely have inconvenience.