no service as a prestige member

Why is standard banks service so delayed especially when you a prestige member, a service you pay for but receive none at all. I lost my credit card requested a new one, got told it was delivered to an old address without confirmation before delivery and then the card got sent back to std bank, after emailing via app and normal emails eventually received a call to state that they would sort out i would just need to send an email to state the correct delivery address to luvuyo, upon sending the email realised the following day no one has rep**** to the email, i then resent the email and received a notification that luvuyo is out of office and will only be available wednesday 27th i would need to email other staff or private banking which was done by my side, no response. My only way to receive a response is to go the route of hello peter my email is *** my contact info is ***, hoping i can receive a new card by Monday.