Home Affairs now has better service than this bank

The only way to get a response from this bank is to start here by complaining. I have been without a physical crefdit for over six months now. Thanks goodness for the Mobile App, otherwise I would have been forced to switch banks. My credit card was hacked last year some time and I was a promised a replacement card. The card was sent to New Market branch, but nobody called me to tell me it was there. I went to the branch a month later, stood an hour in the queue, only to be told it was sent back to the head office. I forgot about it because I am able to use my card in the app. Two weeks ago I call credit card division only for them to tell me I am a Prestige customer and I should deal with my prestige banker, but they logged the request for my card to be sent directly to me. I wait a week then contact my prestige banker, I receive an automated notice saying they working on my query. A week later (today), I message my private banker again, only to get an automated response saying they are not in the office until next week. All I want is my credit card and I would like some customer service for all the money I pay to this bank.