Renewal Card mess up

I requested a renewal card on around the 1st of July for delivery to a branch near to me. Agent advised that it would take 3 to 4 working days. on the 5th working day I call to enquire and the agent advised it would be delivered later that day or the next morning. I called again around midday the next day only to be told the branch has been closed and the card is still with the courier. I told the agen that I would like for my card to be delivered directly to me. The agent assured me that the courier company would contact me for delivery. I called again today to find out that request never made it to the courier and the request was made now. This is unacceptable for pushing clients from pillar to post with ever changing stories. I cannot wait forever for my card as their are payments liked to my card for my elderly mother which have not been paid. I am a standard bank customer for over 20 year and I even have a prestige account. This treatment is appalling and I am shocked to be treated like this.