poor guidance and service

I lost my credit card and reported it lost. on the 27th of March i received a message indicating that my card had arrived. on the 2nd of April i went to N1 city mall and arrived late as it was closed. i called in and asked that my card be rerouted to my workplace. they asked me several questions and at no point did they tell me that an agent will call me. i received a call from a courier company asking me for my personal information which i declined to give. i was on my way to holiday where i wanted to use the card. i went to the bank on the 28th and i was told my card is not at N1 city, i asked how can it not be here when i did not authorise anyone to collect my card. i was asked to call the call centre as she could not assist further. i called the call centre today the 6th of may and the first consultant me and explained that the courier company calls and i said that was not explained before. i accidentally hung up as i was busy longing on for authentication. i called back again and i was told i failed authentication so i must visit the branch. one whole month without credit card and i don't seem to understand whats going on.