Still unresolved and shocking service

I've been with standard Bank since in primary school!

I am extremely frustrated with the service I've been receiving from the bank.

Some context:

My card was swallowed at an Atm after the machine malfunctioned at a garage I then called the prestige team on 10 December to inform them of this after I blocked my card and requested a card delivery to my home. The consultant confirmed all in order with this and a 5 to 7 day time line I then got a sms to inform me that the card was delivered to Thibault square branch I then queried this as I requested home delivery Finally I got a call from a prestige consultant informing me home delivery is not an option due to a pin needing to be given at the bank. My 2 concerns were then expressed to her: firstly, why would there be an option in the first place to select home delivery and secondly, why did the consultant not tell me this when I called on the 10th. I then get told it will take another 5 to 7 days to move the card to either my home or nearer branch and that getting my pin on the app is not guaranteed I demanded a faster time line as none of the above in essence is my fault as a client An urgent courier was requested on Friday. I am still waiting for timelines.

This has been shocking and so inconvenient to me. I actually do not know the purpose of being a prestige client versus just downgrading back to my normal cheque account.