What part of please courier my card did Nedbank not understand?

Having the unfortunate timing of having to renew my Nedbank Chq card, despite using all their facilities including their automated text services to indicate i prefer couriering to branch collection. Guess what, I get a message to say go collect in branch. REALLY NEDBANK, DURING A GLOBAL PANDEMIC, AND YOU CANT EVEN GET THIS RIGHT???? Trying to use the App chat is pathetic. I am not sure why I keep expecting a good client experience with this bank, when they are clearly not capable.