One month and still no cheque card

I needed to do an account upgrade and I visited the Nicolway Standard Bank Branch. I signed documentation and I was asked where I would like to collect my new card. I was told that it would take 5-7 working days for the card to be delivered to the Rivonia branch and that I would get a notification to let me know when it was ready for collection. I had heard nothing after a week so I called the What Matters call centre to find out what the status of the card was and was told that no account upgrade was done and no card was ordered. I had spoken to a person by the name of Tsepiso who told me he could upgrade my account over the phone about two and half weeks ago. He also said he would call me when my card was ready for collection. He assured me that the upgrade was done but every time I log into my internet banking it still shows the old account. So I called the call centre again and was told that it sometimes takes a while to update. It's been over two weeks. I then visited the Woodmead branch yesterday and was told that the upgrade was done but that the branch has to call the systems department to make them aware of the upgrade. A month later and I still don't have my cheque card!