Mysterious Master Card Order

I have a current acc with Nedbank and I have been receiving texts telling me about collecting my Master card at my branch. I called the CC and advised them that I did not order any card as I still have my Master card and American Express card which are both expiring in 2024. The agent I spoke to before I called in today advised that they will contact the branch and tell them to cancel/destroy that card and assured me that there will be no charges, to my surprise I receive more texts telling me about collecting a card, and on 20/03/22 I received a text saying 'final reminder to collect the card'. Now I want to understand and know-how and when did I order a new card? If I did it via the app I am sure there is an audit trail of that or telephonically I am sure there will be a recording. Can someone who knows how your systems works look into this and tell me what on earth is happening here. The agent I spoke to today Nicoleen (call ***) advised she is sending an email to the branch manager @ Melrose Arch and I had to stay on the line until she finishes, that took +-12min now whose airtime is getting waisted because apparently if I put the phone down a new call will come through, to top it all I asked to be cc'd in that correspondence and was told NO that is impossible, what on earth is that I am a client and I want to make sure the matter has been escalated, how ridiculous is that!!? Then she advised (after I ask her to view the previous notes) that I had called in and spoke to Lindani (call reff: ***4) and queried about WHEN I CAN GET MY NEW CARD! I have only been calling to get this card canceled never have I asked about when can I get it because I never ordered one to begin with! So please I demand an answer and a proper one regarding the mysterious card order, this is very unacceptable and raises eyebrows, maybe I should move to a different bank since 1]No one can give me a proper answer 2]Agents advise they will resolve the matter only for it to continue... So please can someone who knows what they are doing get back to me on this. My contact number is ***/ ***