Very bad service

Good day

I submitted an online credit card application on the 4th of January 2019.

I have not ONCE received a call from the card department.

I have phoned in a couple of times and received feedback that my application is now completed and approved on the 14th of January, but my card has not been ordered as an agent needs to contact me in order for me to "take up the offer".

By the 17th of January I phoned in again as I had still not received a call.

I was then informed that she has escelated it to her team leader and would phone me back today (21 January) still no call.

I have asked numerous times if I could talk to someone to take up the offer and was told that all I could do is wait.

So now I have to wait for someone to phone me when they feel like it (eventhough the app has been fully completed and approved) and then wait another 3 business days for my card to be delivered at the branch.

Please tell me how this process could possibly take this long ?