Poor Service from Standard Bank Call Centre

We are so called Prestige clients with Standard Bank, at a monthly fee subscription. My card is due for renewal, when i arrived at the bank the pretigious system is such you get directed to a telehone booth. We dial a call centre to enquire about the card and told that they did call us but apparently we didnt answer. Fair, could be a possibility but the pretigious banker has our contactr details or email and could have contacted the client, if they have a system to find out which clients info is about to be due. The consultant at the call centre says the card will arrive in 7 working days and an sms will be sent. Wow, i have been waiting now, almost 30 days and no confirmations have been text to me. Kindly assist Team Peter.Com Regards