Cheque card still not ordered a week later

i went to the Standard bank Brach in Killarney mall last week Tuesday. after waiting for someone to help me, Sis Thembi Khumalo as they referred to her assisted me. I was told to bring my payslip in order to order my cheque card which I did. while she was busy assisting me, her system froze for a good 10-15 minutes and she asked me if she could restart her machine, and she did. after she restarted still the issue persisted. then she told me that they had a system upgrade a month or so ago. because now I have been at the branch for more than a hour I asked her if I could leave because she couldn't help me because of the system. we agreed and she said that she was going to submit the application form that very day and my card will be issued the following week on Tuesday, I should get an sms notifying me that my card was ready. yesterday, Wednesday, I have not yet received the sms so I decided to follow up with card division. to my surprise, no card was ordered! meaning the application was NOT submitted by sis Thembi I asked the lady from the call centre to give me the number for the branch manager who I have been trying to get hold of since yesterday with no avail.