Poor Service Nedbank Credit Card

I think I have been patient long enough now... I was told the Classis Credit Card product is falling away, so I need to change to Gold Credit Card. I went to collect my card as well as the additional card for my husband. I queried additional card fees that were going off my statement. I think it was showing 3 times additional card fees. On the App Chat I was told it was due to the old classic cards not being cancelled. I made it clear that they must not cancel those cards as I will go to the branch to query. A few days later my husband I were embarrased at the shops as the transaction would not go through. He was also not able to access the app. When I eventually was able to check on my app it reflected that all additional cards were cancelled. I proceeded to submit a query to your customer care department. *** This was around 3 weeks ago. And I still have no clear answers from Nedbank. I still do not know why the additional card for my husband was cancelled.. I still have not received replacement for his additional card. Never have I had to struggle with a bank so much. It is really disappointing.