Going in circles with issuing of card

Hi, I have been liaising with Jacqueline Maseko and not getting anywhere. She claims a card cannot be issued because there is an overdue balance. We paid amounts owing which she confirmed as received and stated that it will only reflect on the next statement that will be closing on the 5th of March. BUT we need the card issued now, the cardholder is traveling 3rd March so we cannot wait until it reflects on the statement when payment has already been made! PLEASE advise