1 month and still no bank card

My mother in law had been inside a branch on 11/12/21 to stop her debit card which had been swallowed at the atm. Received a letter from the teller stating the new card number and that the card would be delivered to her home address in 5 to 7 working days. I called the call centre numerous times to no avail. No one can assist and every consultant keeps coming up with another excuse as to why the card still hasn't been ordered. Very inconvenient and unacceptable service.