poor service on day to day operational services but good service on Finance division

I have mixed feelings about Nedbank. MFC is the best, never complain about it. Mhm my bank card swallowed by ATM, immediately blocked and apply for another one and told the person that I want it delivered to Richards Bay branch and guess what delivered in East London. Followed up for several times up until I am told once delivered cannot be moved to another branch, rather place an order for another one, did that successfully, receive sms to collect and went to the bank, boom system is down. Oky while I am here and not getting a card i also have a communication in my hand from Nedbank that i have downgraded my cheque savvy card to pay as you use, yes now there is credit due to me from that cheque account. Can it be paid to me, some was from reversals made 21 October 2019 and till today 16 November 2019, no one is willing. The lady in the branch was not interested to my query and ended up not helping until today. Mhm i like Nedbank but these days, i am not sure.