Service standards dropped significantly

On collecting my card, (before current card expired), I arrived at my branch, only to find it was under renovation - nobody notified me - I am approx 20km from the branch as I live in a rural area) I was informed that the card was at another branch - about another 15km away. Upon getting there they told me the card was returned. I called customer service, who informed me that it can be couriered but as this is a change in preference, I would have to pay! Naturally I didn't agree as I was at the branch to collect the card BEFORE the current card had expired. I was told that the case would be escalated and to write to complaints. Which I did. To date, nobody has called me back and only after me calling again, was a plan made to courier the card. I don't have it yet. I have now missed several subscription payments and finding it very difficult to even put fuel into my car (I cant do cardless cash at the ATM as our local ATM doesn't offer this function (this is all about 2 weeks ago!). Such a pity that after 35 years as a client, the service has dropped to this level, It was on a few levels too, not just one person. What a pity.