Poor client etiquette

The collection of renewed credit cards proved to be a mammoth task. I apparently did not get to the bank in time to collect my new cards & was advised by Mall of Africa branch staff that the cards were returned (without any notification to me). Requested for the cards to be re-sent, went to collect them only to be told that one card was sent instead of two. I left the branch without collecting the one card, thinking that I will collect both when the second card arrives. A week later I received a call from a Nedbank agent offering me a limit increase on my credit card. I explained the past weeks events and she advised that both cards are waiting for me at the branch. I went back to the branch, only to be told that only one card is available for collection. I left the branch fraustrated by now. I then reached out to Nedbank via Faceboo messenger and again explained the situation. The person responding lacked any empathy and client decorum, replying twice with "noted" at the start of his/her response. Frustrated at the lack of vigour, I requested for someone to call me. I recieve a call from Rachel at the Mall of Africa branch who explained that the staff were unaware that both cards were in one envelope. She was courteous and considerate. She asked that I not follow the queue when I come in and to ask for her or Peter. I told Rachel I will come in a little later. I went into the branch, went to Rachel's office and asked if she was Rachel. I was greeted with the most hostile demeanor (like how dare I go straight to her). I told Rachel who I am and she advised that she did not speak to anyone about keeping my cards aside or that I was coming in. She says that I caught her off guard because she was just in a meeting (this is about 4 hous after her phone call to me). Nevertheless, I waited about 25min to collect my cards. I will definitely change branches to collect new cards. As an ex- employeee, I am aware that Nedbank used to pride themselves in client service but sadly the standard has most certainly deterioted