Nedbank no debit card

My debit card wasn't working at the ATM (but I could use it in shops). The bank CANCELLED it AND my AMEX card (latter has subsequently expired). I wanted to get a new AMEX card, so went to the bank (30mins wait) to be told I must phone the call centre. I spent 12 mins on 21 October and another 17 minutes on the 13 November "applying" for an AMEX card. I was told that I'd get an sms when it was ready for collection. I'm still waiting. The One star is for the fairly polite Nedbank staff on the telephone, but this is not acceptable. Applying for and receiving a debit card should be an easy process.