Poor/non-existent service for international clients

We have been trying to organize a replacement credit card for my mom, whose card expired in May. She is an international customer. We have been told that the card will be sent via post and will arrive within 7 to 10 days. It was now been well over 3 weeks, with nothing arriving. The issue is that when we call the help centre, we spend well over an hour each time and sometimes we get disconnected and do not receive any help.

Nedbank really needs to work on its service to international clients and not make it difficult for them.