Standard Bank ignores responsibility of issuing new card

I have been trying to get my renewed credit card since Oct 2020, I've provided my address and was told that I will be contacted by the branch, this has not happened in 3months.

I was phoned by an upgrades consultant and agreed to the upgrade and courier fees to get the card delivered to me so I can use it. I was told that I will be contacted by the courier company to arrange delivery, it's now been approx 2 weeks, no one has contacted me, but I can bet you if I were to draw a statement, the upgrade and courier charges will be there.

Don't really understand why Standard Bank is making it so difficult to use their credit facilities, they are clearly not feeling the Covid pinch, as they seem to be quite content without the revenue. Why bother actually issuing a new card? We can just bill the customer for something they don't have and cannot use.