Customer service at its worse

I had the awful experience of having my handbag ****** last week. After reporting the loss and going to the closest branch to fetch a new card - I have had nothing but terrible service from SBSA. My account is continually being blocked by the ***** dept. I've called and listened to irritating music and messages while being kept on hold. Every agent who tries to assist me says they cant. Every time I get told it will be reported to the ***** dept (who have no direct contact number but one can only email them) - with promises to call me back - and this never happens. I've been to the branch. I've waited in long queues and being told the consultants in the branch cant help.Ive emailed with no reply. I am beyond frustrated now as again I spoke to an agent after seeing my account is once again blocked this morning - to be told they will report it and call me back in 15 minutes. That was over an hour ago! Can someone please just assist me and remove the damn block