Lack of willingness to assist.

I received a new bank card from Standard Bank recently but the card is blocked for some reason and therefore I cannot activate it from my banking app. I called Standard bank Prestige banking on Monday 20 October and again om Tuesday 21 October, everytime the consultant promise that the card division will call me to do a security check and then you never get any response from them again. Today the consultant admitted that my call is overdue and still they just blatantly ignore my request. To what extend must I go to get ANY response or assistance from Standard Bank or do they just lack the will to assist customers?