Poor service from Nedbank

Poor service from Nedbank that I used for more than 10 years. I have ordered card replacement for over 2 weeks. I made a follow up, three times. The last call was the worst, I was put on hold for over 20min by consultant called Matlhamolela, thereafter the called dropped without any explanation. I am still waiting for the call back. Imagine going through the month of December without a bank card. I am definitely switching banks for a better service.