Pathetic Customer Service

My gold cheque card expired in May 2020. In March, Standard Bank attempted to call me ONCE to begin processing my new card, which I did not answer as I receive over 10 spam calls a day and therefore do not answer numbers I don't recognize. No follow up sms or voicemail was made either. This was Standard Bank's "effort". That's it. Nothing else. My new card was then cancelled. I know I can do this process at a branch as well, but the best branch in my area was closed down due to the restructure, and the branch at Newmarket is either closed when I get to it, or has queues out the door and into the parking lot. With COVID and a young child, I will not risk it. I then called Standard Bank last week Tuesday, 20 October, to restart the process in getting a cheque card. I was advised by the friendly agent that I will be subject to an additional charge should I not wish to collect my card from my branch, which I accepted given my reasons above. The agent walked me through the process of cancelling my card and reordering a new card on the cellphone app, and I entered my address for delivery as I am working from home. It has now been a week since I called Standard Bank to get a new card AND I STILL HAVE NOT RECEIVED MY CARD OR ANY COMMUNICATION ON THE DELIVERY OF MY NEW CARD. This is beyond terrible, especially seeing that processes should be made easier due to COVID restrictions and people needing to remain at home for as practical as possible. I'm a really disappointed customer.