Removing of HOLD on the card

Good day <br> <br> I have reported my card that is lost and now i want to use my card, i don't understand why is it a hustle for the bank to have it updated and sending me a new card , i spoke to Millicent at the credit card department on the15/03/2016 between 1PM and 1:30pm and she said Standard will lift the HOLD...