no response to client

A few months back my account was upgraded to a prestige banking account with Standard bank and I was informed that I would have a personal banker who would assist me. I was informed that my new card would be ready within 7 working days. To date I have not received my new bank card. I emailed the personal banker requesting information on my card and never received a response to my email. My account has been changed from an elite cheque account and now says prestige account yet I don't have the new card. There are banks out there who deliver the card to their clients within 3 days, yet with standard bank its been over 3 months and I have not heard a word. Terrible service!