Still no reply as promised in private message

I received a SMS informing me that my Company Credit Card was ready for collection within two days of application which was very efficient. However, when I went to collect the card, the queue was so long it went out into the carpark. To collect a card is very quick so I went to the front of the queue as I am 64 years old, only to be told that Standard Bank makes no allowance for people over 60 and that I must go to the back of the queue. I do not have at least two hours to spare in order to wait in a queue. I received a call the next day informing me that my personal credit card would be renewed in August and that I should decide where I would collect it. My only choice is to wait in line for hours or pay over R100 courier fees to deliver the card, both choices of which are unacceptable. Since Std Bank closed so many branches, their service has deteriorated to such an extent that after having been a customer for over thirty four years, I am considering closing my accounts. This is the review I submitted five days ago. I received a private message saying that they would come back to me and as yet I have heard nothing.