No Communication and Poor Service

I have opened a bank account at your Thibault Square branch some time ago and yet to date i have not received any card. As I have explained to the consultant I have lost my ID more than a year ago they assisted me with getting the account and asked me to make a deposit which I did on the day Due to COVID the department of Home Affairs only assist limited people. I was advised by the consultant to apply for a new ID card through Standard Bank Still today i have heard nothing So for the poor service i would like to get an ID CARD without any charge please