Card renewal nightmare

I was asked to order a new card on my banking app since the card Wil soon expire. I did this and picked a time slot as was shown on the app for my card to be delivered. Now a week later on the time my card was supposed to be delivered the courier company has no record and according to STB my card is aparantly only in the order stage. Does ordering a card take longer than a week and if so why does the app alow you to pick a time slot that does not correspond with the ordering of a new card. What's worse is I don't feel confident that my card is still in ordering and that it might be lost. This does not boost confidence in your systems but creates doubts and concerns about the safety aspects of your online service.