Nedbank Credit card division poor service

I have had an unpleasant experience with the Nedbank Credit card division over the last month. I ordered a card replacement which I was told it would take about 5 working days for me to get it but I never received a message to collect nor was it ever delivered. Every time when I call their call center I'm told they are escalating the issue then they give me a reference number. I have about 4 reference numbers now. Since nobody ever follows up or provides me with an update, I always have to call them. My debit orders are now bouncing and thus creating a bad credit record for me. I don't why something that should be so simple can be so complicated. I am really frustrated now.