Disappointed and frustrated on bank card replacement

I am writing to formally lodge a complaint regarding my bank card replacement request.

On 23 January 2026, my card was swallowed by an ATM. I immediately ordered a replacement card. As of today, more than two weeks later, I have not received any communication, status update, or delivery of my new card.

This situation has severely impacted my livelihood and daily functioning. Due to the blocked card and lack of replacement:

• I am unable to perform transactions on my banking app • I am unable to withdraw cash • Several transactions have bounced, causing financial and reputational strain • I have incurred additional costs calling customer service and being transferred between departments

Additionally, I have now noticed on my banking app that a card appears as active and linked to my account, despite me not having received any physical card. I have no visibility of when or how this card was issued, and I do not have access to my funds in any practical way.

I find it extremely concerning that a card can reflect as active on my account without being in my possession or without any communication to me. This raises serious service and security concerns.

I am extremely dissatisfied with the level of service and lack of communication. This delay is unacceptable given that access to banking services is essential.

I request the following as a matter of urgency: 1. Immediate status update on my replacement card 2. Confirmation of delivery or collection timeline 3. Clarification on the active card showing on my profile and how it was issued 4. Immediate assistance with restoring my ability to transact while awaiting the physical card

Please treat this as a formal complaint. If this matter is not resolved urgently, I will escalate it to the relevant regulatory and dispute resolution bodies.

I expect a response within 48 hours.