License disk renewal on Nedbank banking app

I'm a Nedbank client, tried renewing license disk due to expirer on the 31st January 2025 on the banking app on the 24th January 2025, followed all directives and the waiting period stipulated was 3-5 business days and 17 business days later I'm still without a disk and when I tried calling Nedbank call center I'm being transferred from department to department and no one's seems to have a clue, very unprofessional and frustrating.