Bad service

Absolutely shocking service!! Bank card was lost and was stopped. New card was requested and I was informed that the new card could be delivered to my home address. This was a convenience for me so I went for that option but what a mission!! I was told that the new card would take 5 - 7 working days. Today is the 7th day and still no card. I then contacted customer service. Apparently the courier company still has the card as they have communicated with Standard Bank that they were unable to contact me! This is an excuse for poor service! The consultant has now informed me that is will take another 7 working days!!! This is unacceptable!!