Failing to make things happen for me

On 27/02/2020 i called Nedbank contact centre at 14:10 and spoke to Lesley with call ref no ***7 to change the card delivery address from Carletonville branch to Protea Glen Soweto as the card will be expiring in April. To my surprise I f got an sms on 24/03/2020 that my card is due for collection at Carletonville. I then called the called centre on 25/03/2020 ,spoke to Simphiwe with ref no ***6, my request was for someone to explain the reason for the mix up,he failed to give me the answer. He came across as if He does not know what he was doing. He then escalated to the supervisor Dumakude Phakade who was supposed to call me back and never did. How does Nedbank expect me to go all the way to Carletonville to collect the card when I gave clear instructions and the branch failed.Nobody seems to be willing to rectify this service faiure