Poor service

I ordered a new card and I was told that I would receive it after 5 working days. It has now been 15 working days yet no one at the branch can tell me why my card isn't ready for collection yet! This is absolutely frustrating as I have a 3 month old son whom I cant be taking to overcrowded banks every 3 weeks simply because a Nedbank employee is not doing their job. I try very hard to minimize my trips due to the virus making its rounds but how do I do that when Nedbank has absolutely no consideration for their clients.