Poor Service Received

I tried to do an ATM Withdrawal on 19/11/2019 and the ATM retained my card so I stopped the card immediately at the ATM. I received a slip back stating that I would get a notification 5-7 days later to state that my new card was ready for collection. I haven't received any communication from Standard Bank just yet. Yesterday on 26/11/2019 I went to Standard Bank South Gate where the teller told me, she can see my card was retained and that a new card was ordered but that she cant confirm where my new bank card is. This morning I called Standard Bank Call centre, where another consultant tells me my card is with their delivery company and then she goes on to place my call on hold for 15min (without getting back to me), Eventually I dropped the call. A few hours later I called the bank again, this time around the call was dropped in my ear, I immediately called back and the call was dropped again. Now, firstly, I also work in a Call centre and I feel this is pathetic service because, no-one has bothered to call me back especially since the first lady I spoke with had my ID no and she did her security checks but the other 2 didn't even bother to take my information. Secondly, it seems that they don't care about how ever long it might take for me to get my card back as long as they can continue to charge me banking charges. I really am very disappointed in the service received from SBSA I am even thinking of switching banks, Very disgusting...