DISSAPOINTED IN NEDBANK ONCE AGAIN

I called the client care department and spoke to a consultant who I requested to order a card for me he confidently confirmed on the recorded line that he ordered my card. A week later I call in to do a follow up with regards to the card that I ordered with a trained consultant who confirmed that he had ordered my call on THE RECORDERED line, the consultant that answer the phone confirms that the was no card ordered. This upset me so much that I escalated this to the complaints department reference number given was ***3. To date no one has called to give a formal apology which indicate that this is the kind of behaviour that is tolerated by Nedbank. I only received an email to say thank you for making us aware of this, I had to take it upon myself to ask the manager Constance Cheslin how are they are with the Complaint she then rep**** and said they are retrieving the call, Retrieving a call take 2 minutes it has however taken Nedbank 3 weeks to investigate and call me to advice whether am making this story up or I have lost my mind... It is very sad that this kind of treatment is what we should except when it comes to the service we receive as client..