Failure to deliver cards

My name is Nwabisa Ntsiko ID No: ***. I have a Nedbank Platinum Credit Card that goes with the American Express. And both cards then expired on 03/22 and mid February I got a call frm Nedbank to arrange the delivery for the new cards and the Mastercard was delivered begining of March and then I went to the Gugulethu branch for the card collection but when I got there there was only 1 card delivered and that was the Mastercard only withou the American Express. I was then called by Nedbank to make arrangements to pay my arrears as the account was in arrears I requested the delivery of the missing card and the agent that called advised that I need to first make a payment and the account to be up to date then I can call the customer card and request for the delivery. I did an EFT payment on 16/04/22 and it was updated on 19/04/22/. On 21/04/22. I called the call centre and spoke to an Agent by the name of Thabang who didn't understand what I was talking about even when it came to the 2nd card and he then proceeded to tell me that my account is still negative so I will not be getting the card. I advised Thabang that I have already made a payment and that is already updated as seen on the money app. Even after I told him that he insisted that my account is negative and the update that I'm talking about he doesn't see and I fail to understand as I got the information on a Nedbank application. When I requested he transfer me to the teamleader as we were not understanding each other he didn't want to and said he will rather transfer me to the collections department when I was through and I was explaining my query the lady that answered dropped the call without helping me with anything and that is rude. I was on the call with Thabang for more than 15 minutes without the help

I need someone to make arrangements to send the American Express card as well as a call with an explanation as to why the information that Thabang has is different to the information that is on the Money App which belongs to Nedbank.