non accountability of managers at Nedbank

I am absolutely disgusted with the service from Nedbank card division. My American express current card expired on the 1 December 2023 and not only was there never a replacement sent but to date I am still struggling to have the department send me a card. Above this my Mastercard of the same account was swallowed by an ATM st the end of December and they are failing to get this to me as well. I am without access to a card on my own current account for about a month and the manager Thegan who had taken accountability with this seems nonchalant. I wonder if he would be the same if this was his cards account and money.

He had made promises of keeping me up to date a d resolving this matter last Tuesday 09/01/2024 to date I have heard nothing from him

Is this the service we pay for?