GETTING SERVICE FROM NEDBANK IS LIKE PULLING TEETH

I am with private banking .Since January 2019 I have requested a greenbacks card. With no help from the private banker or THABA TOLO who is supposedly a SERVICE MANAGER at the Sandton Branch . With numerous emails over the last 8 months he calls on Thursday the 8th August assuring me that my card will be at the Redsmall branch on Tuesday the 13 Aug . I was unable to collect on Tuesday the 13 Aug , but called today the 14 Aug to see if the card was at the branch . I called the Redsmall branch and spoke to Ole . She informed me that the card was returned .I explained my situation and she kindly asked someone one at her branch as to what to do which she then advised I called Thabo. She gave me his cell number . She has helped me more in a ten minute call then Thabo has in the last 8 months. I am so confused with this situation , that if a mere greensback card cannot be issued to a client who pays the fees to get a service what is the point of a private banker or a so called service manager Thabo . I am utterly disgusted at the calibur of people that Nedbank employs to help their clients. So I called Thabo on his cell and he assured me he will look into it and call me back today with an answer . So no call his cell is off now and well still no service from NEDBANK . Nedbank what do you expect me to do now ?????????