importance of giving a client feedback

Thursday my card was jammed at standardbankSandridge , in MidrandI spoke to one of ur consultant charity were I advised her what has happened & I made it clear to her I cnt stay I need to rush some where she asked my details to her to call me when everything is sorted out which she assured me she will call me, I went back to the same branch today spoke to the same lady but she looked puzzled whn I asked her why didn't she contact me, her response was because she didnt get get my card, my question is does she kno the importance of giving a client feedback specially at a financial institution ...???